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:
In this role, you will play a crucial role in ensuring the safety and security of service delivery operations within the organization.

You will be responsible for:

• Conduct thorough quality assurance analysis to ensure the accuracy and effectiveness of contact center processes, identifying areas for improvement and implementing corrective actions.
• Utilize advanced SQL skills to extract, analyze, and interpret data from various databases, generating insightful reports to drive data-informed decisions.
• Monitor and evaluate contact center performance metrics, providing actionable feedback and recommendations to enhance overall efficiency and customer satisfaction.
• Collaborate with cross-functional teams to develop and implement performance management strategies, ensuring alignment with organizational goals and continuous improvement of contact center operations.

Role Responsibilities:

• Conduct detailed quality assurance reviews of contact center interactions to ensure compliance with company standards and regulatory requirements.
• Develop and maintain SQL queries to extract, manipulate, and analyze large data sets from various databases.
• Generate comprehensive reports on contact center performance metrics, identifying trends and areas for improvement.
• Provide actionable insights and recommendations based on data analysis to optimize contact center operations.
• Collaborate with team leads and managers to develop performance improvement plans for underperforming agents.
• Monitor real-time performance metrics and provide immediate feedback to the BPO
• Lead calibration sessions with the quality assurance team to ensure consistency in evaluation standards.
• Design and implement training programs based on quality assurance findings to enhance agent performance.
• Work closely with IT and data teams to ensure data integrity and the seamless integration of new tools and technologies.
• Stay updated with industry best practices and emerging trends in contact center management and quality assurance.

Role Qualifications:

• Bachelor’s degree in business management, engineering, or a related field.
• 3-5 years of experience in BPO management, demonstrating a proven track record of performance improvement.
• Advanced level of English, both written and spoken, to communicate effectively with diverse teams and stakeholders.
• Strong proficiency in SQL for data extraction, analysis, and reporting.
• In-depth knowledge of quality assurance methodologies and best practices in a BPO environment.
• Six Sigma and/or COPC certification [desired]
• Excellent analytical skills with the ability to interpret complex data and make data-driven decisions.
• Experience with contact center software and performance management tools.
• Strong problem-solving skills and the ability to develop effective solutions to operational challenges.
• Exceptional communication and interpersonal skills to effectively collaborate with team members and other departments.
• Ability to manage multiple tasks and projects simultaneously, with strong organizational and time management skills.
• Demonstrated leadership abilities with experience in training, mentoring, and developing contact center staff.

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.

You will be responsible for:

• Conduct thorough quality assurance analysis to ensure the accuracy and effectiveness of contact center processes, identifying areas for improvement and implementing corrective actions.
• Utilize advanced SQL skills to extract, analyze, and interpret data from various databases, generating insightful reports to drive data-informed decisions.
• Monitor and evaluate contact center performance metrics, providing actionable feedback and recommendations to enhance overall efficiency and customer satisfaction.
• Collaborate with cross-functional teams to develop and implement performance management strategies, ensuring alignment with organizational goals and continuous improvement of contact center operations

Role Responsibilities:

• Conduct detailed quality assurance reviews of contact center interactions to ensure compliance with company standards and regulatory requirements.
• Develop and maintain SQL queries to extract, manipulate, and analyze large data sets from various databases.
• Generate comprehensive reports on contact center performance metrics, identifying trends and areas for improvement.
• Provide actionable insights and recommendations based on data analysis to optimize contact center operations.
• Collaborate with team leads and managers to develop performance improvement plans for underperforming agents.
• Monitor real-time performance metrics and provide immediate feedback to the BPO
• Lead calibration sessions with the quality assurance team to ensure consistency in evaluation standards.
• Design and implement training programs based on quality assurance findings to enhance agent performance.
• Work closely with IT and data teams to ensure data integrity and the seamless integration of new tools and technologies.
• Stay updated with industry best practices and emerging trends in contact center management and quality assurance

Role Qualifications:

• Bachelor’s degree in business management, engineering, or a related field.
• 3-5 years of experience in BPO management, demonstrating a proven track record of performance improvement.
• Advanced level of English, both written and spoken, to communicate effectively with diverse teams and stakeholders.
• Strong proficiency in SQL for data extraction, analysis, and reporting.
• In-depth knowledge of quality assurance methodologies and best practices in a BPO environment.
• Six Sigma and/or COPC certification [desired]
• Excellent analytical skills with the ability to interpret complex data and make data-driven decisions.
• Experience with contact center software and performance management tools.
• Strong problem-solving skills and the ability to develop effective solutions to operational challenges.
• Exceptional communication and interpersonal skills to effectively collaborate with team members and other departments.
• Ability to manage multiple tasks and projects simultaneously, with strong organizational and time management skills.
• Demonstrated leadership abilities with experience in training, mentoring, and developing contact center staff