Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.
DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.
For more information, please visit: www.didiglobal.com/news

LI-Hybrid

Team Overview:
The Service Delivery Analyst will oversee and monitor the daily operations of the BPO (contact center) partner, ensuring adherence to process, quality standards, and performance objectives. This role involves daily reporting, incident management, process optimization, and collaboration with Supervisors, the BPO team, and key stakeholders to ensure seamless service delivery. The analyst will also play a critical role in continuous improvement efforts, identifying areas for process optimization, and developing strategies to enhance efficiency and performance.The ideal candidate must be organized, detail-oriented, adaptable to change, possess strong communication skills, able to manage time efficiently while handling multiple tasks. Additionally, he/she should have a problem-solving mindset, capable of conducting root cause analysis and driving process optimizations.

Role Responsibilities:

• Monitoring daily activities of the BPO to ensure operational efficiency and compliance with established processes.
• Monitoring BPO performance in daily basis
• Collaborating with Supervisors to analyze detractor tickets or interactions identified for improvement.
• Ensuring daily action plans are developed by the Supervisor for the BPO team.
• Confirming that the Supervisor shares results with agents regularly.
• Verifying full compliance with the looping Process for continuous feedback and improvement.
• Maintaining and ensure the logbook is up to date with all relevant information.
• Conducting weekly calibrations with Supervisors, Managers, and the CX Operations team.
• Relating performance indicators to daily incidents to assess impacts on outcomes.
• Reporting operational issues to CX Ops and other stakeholders
• Reviewing current processes with agents and supervisors to identify areas for improvement.
• Developing and implement strategies to enhance efficiencies and performance across the BPO team

Role Qualifications:

CANDIDATE REQUIREMENTS AND QUALIFICATIONS

We are looking for a candidate who demonstrates a strong blend of technical, analytical, and interpersonal skills to ensure success in the Service Delivery Analyst role.

REQUIRED QUALIFICATIONS:

• Years of Experience: Minimum of 2-3 years of experience in service delivery in-house, operations, or a BPO environment with direct exposure to process improvement, data analysis, and incident management.
• Bachelor’s/Post Graduate Degree: Bachelor’s Degree in a business-related field or equivalent experience.
• Soft Skills:
• Strong Communication & Collaboration skills: Excellent oral and written communication abilities
• Ability to clearly present data and collaborate with internal and external stakeholders (Supervisors, BPO teams, etc.)
• Problem-Solving: Able to conduct root cause analysis and offer practical solutions to improve performance.
• Attention to Detail: High accuracy in managing data, processes, and performance metrics.
• Adaptability: Flexible to adapt to changing processes, tools, and operational dynamics.
• Confidence in Uncertainty: Handle uncertainty with confidence and take full ownership of assignments.
• Accountability: Self-directed and motivated; takes personal responsibility for achieving goals and meeting deadlines while prioritizing work optimally.
• Leadership Abilities: The ability to influence teams and drive improvements even without direct managerial authority.
• Hard Skills:
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• Data Analysis & Reporting Tools Proficiency(e.g., Excel, Google Sheets) with experience in creating, managing, and analyzing performance reports.

• Incident Management:Expertise in identifying and resolving operational issues, tracking performance metrics, and implementing corrective actions.
• Proficiency with BPO management tools, CRM or CS platforms.
• Languages:
• Fluency in English is required, both written and spoken.
• Spanish native speaker.
• Preferred Qualifications:
• Experience working in Customer Experience (CX), FinTech, Super apps, Startups or similar industries is preferred.

EEO Statement:

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone’s best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

• Monitoring daily activities of the BPO to ensure operational efficiency and compliance with established processes.
• Monitoring BPO performance in daily basis
• Collaborating with Supervisors to analyze detractor tickets or interactions identified for improvement.
• Ensuring daily action plans are developed by the Supervisor for the BPO team.
• Confirming that the Supervisor shares results with agents regularly.
• Verifying full compliance with the looping Process for continuous feedback and improvement.
• Maintaining and ensure the logbook is up to date with all relevant information.
• Conducting weekly calibrations with Supervisors, Managers, and the CX Operations team.
• Relating performance indicators to daily incidents to assess impacts on outcomes.
• Reporting operational issues to CX Ops and other stakeholders
• Reviewing current processes with agents and supervisors to identify areas for improvement.
• Developing and implement strategies to enhance efficiencies and performance across the BPO tea