Company Overview

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.

Team Overview

We are seeking a highly analytical and process-driven Quality Team Leader to join our Restaurant Quality team. In this pivotal role, you will be instrumental in defining, establishing, and overseeing the quality framework for restaurants on our platform. Your primary focus will be overseeing our internal BPO vendor responsible for quality checks, ensuring their methodologies align with our stringent standards, and driving continuous improvement through data-driven insights. If you're passionate about setting high bars for quality, optimizing teams, and leveraging data to perfect operational processes, this is the role for you.

Role Responsibilities

• Quality Program Design & Alignment: Oversee the internal Quality BPO vendor to define, document, and align on our internal quality standards, definitions of "good quality," and methodologies for their quality assurance processes.
• KPI & Threshold Definition: Establish clear, measurable Key Performance Indicators (KPIs) for menu quality and the performance of the Quality BPO. Define and set minimum acceptable thresholds for these KPIs to ensure consistent, high-quality data on our platform.
• Vendor Performance Monitoring: Regularly monitor and analyze the performance data provided by the Quality BPO, assessing their accuracy, efficiency, and adherence to defined quality standards and thresholds.
• Data Extraction & Manipulation: Extract, clean, and prepare data from various sources (e.g., BPO reports, internal systems, etc) to support comprehensive quality analysis and reporting.
• Report Development: Design and build insightful reports (e.g., using Excel, Google Sheets, and potentially SQL) to visualize quality trends, highlight deviations, and communicate BPO performance to stakeholders.
• Root Cause Analysis & Recommendation: Dive deep into quality data to uncover the underlying reasons for any quality shortfalls, discrepancies, or process inefficiencies observed in the BPO's work or the overall menu data. Translate complex data into clear, actionable recommendations for improvement.
• Process Optimization & Governance: Work cross-functionally with internal teams and the BPO vendor to propose and implement data-backed process enhancements for menu quality, ensuring scalable and robust quality control mechanisms.
• Feedback & Calibration: Provide constructive, data-driven feedback to the Quality BPO leadership, conducting regular calibration sessions to ensure a shared understanding of quality expectations and to address any performance gaps.
• Strategic Insight Generation: Proactively identify opportunities for improving overall restaurant data quality and efficiency by analyzing data from the quality checks, informing strategic decisions for the Restaurant Quality team.

Role Qualifications

• 3-5 years of experience in a Quality Assurance and agent management roles with a strong focus on program management, process definition, ideally involving external partners or BPOs.
• Proven experience in defining KPIs, setting performance thresholds, and developing quality frameworks.
• Strong people skills with a proven ability to give feedback, build action plans based on data and leverage team performance.
• Proficiency in data analysis tools, especially advanced Excel/Google Sheets functions (e.g., VLOOKUP, pivot tables, conditional formatting). Experience with SQL or other query languages is a significant plus.
• Meticulous attention to detail and an unwavering commitment to data accuracy and integrity.
• Excellent communication, negotiation, and collaboration skills, with the ability to influence and manage relationships with external vendors and internal stakeholders.
• Proactive mindset with a strong ability to identify problems, propose solutions, and drive initiatives forward.
• Experience with ticketing systems, CRM platforms, and large datasets is a plus.

EEO Statement

• 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.

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.