Data Analyst, Quality Assurance

As a leader of the Quality Assurance Team, you’ll influence and impact not only agents and auditors but stakeholders throughout the Support Organization. We are passionate about Customer Love and know what stellar, efficient customer service looks like. We are champions of scalable, repeatable processes that protect and enhance the Customer Experience. You will work to identify trends actively, develop and implement quality process improvements, as well as add your voice to our cross-functional partnerships. 

The Quality Assurance Data Analyst reports to the Quality Assurance Manager and supports the Quality Assurance, Sr. Data Analyst with all aspects of the operation. You will act as system administrator for the QMS software for effective execution of audits, ensure data reports are pulled and provided, dashboards are updated for key leadership insights and decision making, support the Sr. Data Analyst with adhoc data requests, and support the execution of calibration exercises within our teams both internal and external.

• Directly support our auditors by maintaining QMS software, rubrics, automations, and calibration exercises.
• You will partner with the Sr. Data Analyst, Sr. Associates, and Quality leadership to  directly support data and tracking efforts for the Quality Asssurance Team
• You will provide timely and accurate reports, data metrics, data input on a regular basis to support an operation of 20,000 global teammates and audits performend on the Customer Experience. 

• Minimum 1 years in a contact center environment
• Minimum 1 year working with data reporting, metrics reporting,  or analysis 
• Preferred 1 year of experience as a quality auditor
• Exceptional verbal and written skills
• Excellent attention to detail
• Experience working in a high paced environment
• Excellent Problem Solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: SalesForce, MaestroQA, Tableau
• Proficient in Excel or google sheets with ability to do basic and intermediate formulas
• Experience working with cross-cultural teams

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.