Commercial Quality Coordinator

Company Overview

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

#LI-Hybrid

Team Overview

The Commercial Quality Coordinator plays a critical role in driving operational excellence, process standardization, and continuous improvement within our Smart Inside Sales operations, including both in-house teams and BPO partners. This role combines data analysis, process design, quality management, and technical enablement, with a direct impact on commercial performance and partner experience.

Role Responsibilities

1) Quality Program Design & Governance

• Design, document, and continuously improve quality programs for Inside Sales and After Sales, ensuring consistency across internal teams and BPOs.

• Define quality standards, methodologies, and the criteria for "what good looks like" in commercial interactions (calls, chats, and workflows).

• Collaborate with the Quality BPO leadership to align on processes, expectations, and standards.

• Establish and maintain governance routines, including calibration sessions and feedback loops between internal teams and external vendors.

• Document and implement scalable, efficient, and standardized commercial processes to ensure consistency and operational excellence.

2) Performance Monitoring & KPI Management

• Define clear, measurable KPIs for commercial quality, BPO performance, and process adherence.

• Set thresholds and performance benchmarks to ensure operational consistency and data quality.

• Continuously monitor vendor and internal team performance through quality audits and data analysis.

• Conduct root cause analyses to identify the underlying drivers of quality issues, performance gaps, or process inefficiencies.

• Develop actionable recommendations based on performance data to drive continuous improvement.

3) Data Analysis, Reporting & Insights

• Extract, clean, and manipulate data from multiple sources, including CRM, internal databases, and vendor reports.

• Build and maintain operational and quality dashboards using tools like Excel, Google Sheets and in house tools

• Analyze trends, detect deviations, and translate data into actionable insights to drive improvements in quality and operational efficiency.

• Provide stakeholders with clear and concise reports that inform decision-making and track progress against targets.

• Generate strategic insights to proactively identify opportunities for process improvements and efficiency gains.

4) Process Optimization & Continuous Improvement

• Work with the teams to map, analyze, and suggest redesign on commercial processes, identifying bottlenecks, inefficiencies, and areas for optimization.

• Partner with cross-functional teams (CX, Product, Operations) and BPOs to implement scalable improvements that enhance quality and productivity.

• Diagnose skills and knowledge gaps within the Inside Sales team and BPO partners.

• Provide constructive, data-driven feedback to vendors and internal stakeholders to close quality gaps.

• Govern process changes to ensure long-term adoption and alignment with business goals.

• Use data-driven approaches to test, iterate, and refine quality processes.

Role Qualifications

1. Key Attributes We Value:

2. Qualifications:

3. Preferred Skills:

4. Competencies:

What we really want to see in you:

A professional passionate about operational excellence and team development, with the ability to diagnose processes, drive improvements, and ensure that quality is a key enabler of commercial growth

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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms