Job Description
Quality Specialist
Sao Paulo - Brazil
Customer Experience
Regular
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About the company
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
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:
2+ years of experience in quality assurance, sales auditing, or CX review roles
Familiarity with sales processes and customer engagement across digital channels
Strong analytical skills and high attention to detail
Excellent written communication and documentation ability
Preferred Skills:
Experience with QA tools or CRM platforms (e.g., Salesforce, HubSpot, QA Scorecard systems)
Background in inside sales or SDR organizations
Familiarity with compliance frameworks (e.g., TCPA, GDPR) is a plus
Competencies:
Critical Thinking & Objectivity
Process Orientation
Communication & Documentation
Continuous Improvement Mindset
Cross-Functional 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).
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