Job Description As a Quality Assurance Senior Analyst at DiDi Global Inc., you will play a crucial role in guaranteeing our quality standards and customer experience satisfaction. This is an ideal opportunity for those who love building things from scratch and working with a diverse, top talent team. Key Responsibilities: - Monitoring BPO operations to ensure world-class customer service and compliance with company guidelines. - Initiating process, technology, and people-oriented changes to ensure efficient and consistent performance. - Coordinating the implementation of QA strategy and policies throughout BPOs in the region. - Conducting analyses and providing insights on customer service performance. - Providing training and coaching to quality monitors to improve their skills based on data. - Building partnerships with stakeholders to develop approaches that fit the overall strategy. Requirements: - Bachelor's degree (required). - 3+ years of relevant experience in QA. - Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus). - Advanced communication skills (written and spoken). - Self-starter, proactive and highly motivated. - Team player and data driven. Preferred Qualifications: - Previous experience with customer service, call center or support ticketing platforms. - COPC, Transaction monitoring, Six Sigma background/experience preferred. - Knowledge of mathematical models and sampling. Company Culture: - Creating customer value through innovation and excellence. - Being data-driven in decision making. - Win-win collaboration to achieve success. - Integrity in all business practices. - Embracing diversity and inclusion to build strong teams.