CX Quality Assurance Senior Analyst

Team Overview

As a CX Quality Senior Analyst at DiDi, you will ensure consistently excellent customer and driver experiences by designing and operating scalable quality assurance frameworks across millions of daily interactions; your work will directly reduce incident rates, increase issue resolution efficiency, and lift Net Promoter Score (NPS) and driver satisfaction metrics. You will join the CX Quality & Insights team, delivering actionable insights, targeted quality interventions, and automation‑ready evaluation processes that enable faster remediation, lower complaint volumes, and improved operational trust across regional ride‑hailing and delivery networks.

Role Responsibilities

• Develop and implement robust quality evaluation frameworks for customer and driver interactions across phone, in‑app chat, and case management systems, increasing evaluation coverage to at least 80% of critical incident types within 6 months.
• Design and analyz...