Job Description
CX Quality Specialist
Sao Paulo - Brazil
Customer Experience
Regular
Apply now
About the company
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
About the team/role
The Quality Specialist for SDR Enablement is responsible for ensuring that sales outreach activities meet high standards of quality, consistency, and compliance. This role supports the continuous improvement of SDR performance by conducting call and message reviews, identifying coaching opportunities, and maintaining quality assurance frameworks. The ideal candidate is detail-oriented, objective, and committed to fostering excellence in customer interactions.
In this role, you'll be...
Quality Monitoring & Assessment
Perform regular audits of SDR calls, emails, WhatsApp messages, and CRM notes.
Score interactions using defined quality criteria and frameworks.
Monitor adherence to pitch, process, and compliance guidelines.
Feedback & Coaching Alignment
Document and communicate audit results in a clear, actionable format.
Work with the Training Specialist and SDR leaders to share quality insights and coaching needs.
Support calibration sessions with managers and team leads to ensure consistency in evaluations.
QA Framework Development & Maintenance
Refine QA scorecards and audit templates in collaboration with Enablement and Sales Ops teams.
Ensure frameworks evolve with business needs, product updates, and messaging shifts.
Maintain documentation of quality standards and review processes.
Performance Reporting & Insights
Compile QA metrics and trend analysis for leadership.
Track QA compliance, improvement areas, and post-feedback performance gains.
Contribute to monthly quality reports and continuous improvement planning.
Cross-Functional Collaboration
Coordinate with CRM, Lead Ops, and Execution teams to investigate quality gaps and process issues.
Support enablement pilots by reviewing execution and capturing deviations or learning opportunities.
Key Deliverables:
Weekly QA scores and dashboards
Quality trend analysis and improvement reports
Updated QA frameworks and criteria
Feedback logs and coaching alignment notes
We're eager to be in touch because you have...
Key Attributes We Value:
High resilience and emotional intelligence; able to handle rejection without losing momentum
Strong listening skills and curiosity
Enthusiastic and high-energy communication style
Team player who thrives in collaborative and fast-paced environments
Qualifications:
1+ year of experience in sales, customer support, data entry, or CRM-based roles
Familiarity with sales tools and CRM platforms (e.g., Salesforce, HubSpot)
Strong verbal and written communication skills
Detail-oriented with a disciplined approach to systems and workflows
Preferred Skills:
Experience with lead generation or outbound prospecting
Comfort working with structured data and multiple software tools
Basic understanding of sales funnels and qualification frameworks
Competencies:
Curiosity & Problem Solving
Communication & Information Gathering
Data Accuracy & Attention to Detail
CRM Discipline
Team Collaboration
What we really want to see in you:
Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
Data, data and more data! - Come with examples and show us with hard driven facts what you have accomplished in the past.
Must be customer-centric and can develop creative solutions to various complex problems.
Ownership and end to end accountability, with a protagonist attitude
Clear examples in management roles where YOU drove change, innovated and motivated your team.
We need team players, not solo artists. Tell us about your team's accomplishments!
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
Share with
Apply now