Bd Empowerment Quality Auditor

hace 2 semanas

Lima, Perú DiDi Global A tiempo completo

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.

Team Overview:
This position will be supporting the onboarding of restaurants to the platform, managing restaurant processes from acquisition to launch and working as a service team to improve Restaurant Experience. (menus, photos, restaurants trainings, certain customer experience processes as T2, tablets and welcome kits delivery are part of the daily tasks this team performs)

Role Responsibilities:
As an BD Empowerment Quality Auditor, you will be responsible for analyzing the service experiences provided to our Restaurants during the onboarding process across the SA LatAm BPO network. Helping at the evaluation and improvement of processes to drive a seamless experience. In this position you will ensure that the expected quality level is achieved during the onboarding process of the restaurants carried out by the empowerment agents (menu uploading, photo matching, etc.) guaranteeing adherence to the quality standards established.

Balance will be angular for delivering personal tasks and at the same time have the ability to develop scalable systems to match Didi´s growth.

**What You'll Do**
- **_ Complete Reviews:_** Audit consistently to identify areas of conformance and non-conformance to DiDi´s onboarding requirements; driving improvements and alignment during the whole process
- **_ Manage stakeholders_**: Collaborate with other internal or external support teams from the different regions and cities we support, constantly improving the support service level we aim to deliver. Act as additional resource to support operational teams and complete assessment work as required.
- **_ Provide Quality Insights and Reports: _**Track and document empowerment agents processes compliance with company support logic. Reviewing, leading and proactively suggesting improvements to current processes.
- **_ Excellent Communication Skills - _**The ability to speak, read, and write fluently in English and Spanish.

Role Qualifications:
**Basic Qualifications [Must Needed]**
- Analytical and reporting skills (proficiency with excel). Comfortable working with data from various sources (SQL or NoSQL)
- Strong team player mentality in order to achieve organizational goals
- Strong attention to detail and ability to manage expectations.
- Strong customer service and administrative experience; technically savvy.
- Excellent partner management. Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
- Previous experience auditing quality processes (minimum 1. year)

**Preferred Qualifications**
- Experience in Restaurant Onboarding Process
- Proficiency with SQL / Tableau / Python / Hyve / Basic Programming

EEO Statement:
**You'll love working at DiDi because**
- 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.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive

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