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 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.
Role Overview
We are seeking a highly analytical and process‑driven Data Delivery Operations Senior Analyst to join our Labeling & Evaluation Quality Team. In this role, you will be instrumental in defining, establishing, and overseeing key tasks for our app's success, specifically focusing on data delivery that enhances user navigation for food delivery. Your primary focus will be overseeing a team responsible for labeling and evaluation, ensuring their performance aligns with our stringent standards, and driving continuous improvement through data‑driven insights. If you are passionate about optimizing teams and leveraging data to perfect operational processes, this is the role for you.
Responsibilities
* Data Delivery & Deadline Management: Manage high‑quality and high‑volume data delivery operations. Estimate effort for new demands, manage priorities, and ensure every delivery strictly meets agreed‑upon SLAs.
* Workflow & Intake Process: Manage the intake process for requests from partner teams (Engineering, Product, Ops). Support the creation and management of end‑to‑end workflows to ensure organized input and scalable output for labeling and evaluation demands.
* Performance Monitoring & Leadership: Regularly monitor and analyze performance data from internal agents and external BPOs. Coordinate technical performance for quality and labeling analysts, conducting calibration sessions and providing direct feedback to up to 15 analysts.
* KPI & Threshold Definition: Establish clear, measurable KPIs for Labeling, Evaluation, and Quality Assurance operations. Define performance thresholds to ensure consistent data accuracy.
* Data Extraction & Reporting: Extract, clean, and prepare data from various sources (BPO reports, internal systems, etc.). Design reports (Excel, Google Sheets, SQL) to visualize trends and communicate operational performance to stakeholders.
* Root Cause Analysis (RCA) & Insights: Dive deep into data to uncover reasons for quality shortfalls or process inefficiencies. Analyze user search behavior, user intention, and result recall.
* Stakeholder Management: Interface with Global teams to translate local operational challenges into technical inputs, ensuring the accuracy of labeling for complex models and concise experience evaluation measurement.
* Process Optimization & Governance: Work cross‑functionally with internal teams and external vendors to propose and implement SOP enhancements for labeling and evaluation quality.
Qualifications
* Experience: 3–5 years of experience in operations and agent management roles with a focus on program management and process definition, ideally involving BPOs.
* Proven Track Record: Experience in defining KPIs, setting performance thresholds, and developing quality frameworks.
* Technical Proficiency: Advanced Excel/Google Sheets (VLOOKUP, pivot tables, complex formulas). Experience with SQL or other query languages is a significant plus.
* Analytical Domain: Familiarity with data delivery for Labeling and Evaluation processes, such as categorizing inventory, classifying information, and applying quality scores.
* Market Knowledge: Strong understanding of the Brazilian user landscape. Experience in food delivery, e‑commerce, or digital platforms is highly desirable.
* Soft Skills: Strong people skills with the ability to give tough feedback, build data‑driven action plans, and manage relationships with internal stakeholders and global technical teams.
* Communication: Fluent or advanced English is mandatory for technical meetings and reporting to Global Teams.
* Education: Bachelor’s degree completed or in progress.
Why Work With Us
We create user value. We are data‑driven. Success is a team sport. We believe in integrity. We grow together. We celebrate diversity and inclusion.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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