Director of Quality Assurance Strategy

2 weeks ago

Denver, Colorado, United States DoorDash USA Full time
About Us

Empowering Local Economies:

At DoorDash, our mission is to empower local economies by providing a platform for delivery and logistics services. We started as a door-to-door delivery service but aim to become a go-to platform for delivering any goods.

Job Opportunity:

We are seeking a Director of Quality Assurance Strategy to join our team. The successful candidate will lead the Performance Excellence team in driving continuous improvements in our customer service interactions, identifying and fixing top opportunities in our quality assurance programs.

Key Responsibilities:

  • Design, launch, and evolve our conversational intelligence program, utilizing AI technology to monitor, measure, and drive continuous improvements in our customer service interactions.
  • Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the customer support experience via quality assurance data.
  • Develop and implement strategies to balance manual quality assurance with speech analytics programs to eliminate poor experiences for our customers.
  • Lead a small team, setting team priorities and developing project managers & analysts to grow in their careers.

Requirements:

  • Bachelor's degree or equivalent experience, 3-5 years' experience in program management, consulting, vendor management and/or supplier management within a cross-functional customer support organization.
  • Experience in speech analytics, conversational intelligence, or quality assurance programs.
  • Experience in project/program management is required.

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