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CX Quality Assurance Senior Analyst

Hospitality Full Benefits Career Growth
Company

Didi

Location

são paulo, Brazil

Posted

June 06, 2026

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About This Opportunity

CX Quality Assurance Senior Analyst

Job Locations: BR-SP-Sao Paulo

ID:

  • Category: Customer Experience
  • Employee Class: Regular

Role Responsibilities

  • Monitoring and evaluating customer interactions, leveraging AI tools to scale coverage and identify patterns across various support channels.
  • Writing and optimizing SQL scripts to manage BigQuery databases and automate performance insights.
  • Owning and evolving scalable quality frameworks, including AI-assisted scorecards and feedback loops.
  • Analyzing data and QA results to identify trends, process gaps, and areas for improvement.
  • Leading calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness.
  • Partnering cross‑functionally with Product and Ops teams to implement AI‑driven continuous improvement initiatives.
  • Providing training and coaching to quality monitors to continuous...