Quality Assurance Manager

Role Overview DoorDash India is looking for a strategic Quality Assurance Manager to lead our Customer Experience and Integrity team in Hyderabad. In this hybrid role, you will oversee day-to-day operations, lead a high-performing team of auditors, and implement analytics dashboards to drive operational excellence. Join us in our mission to empower local economies by ensuring exceptional service at scale. Key Responsibilities - Lead and manage a team of up to fifteen quality assurance auditors and supervisors. - Identify policy, process, and product gaps from quality data and implement fixes. - Oversee workflow allocations to ensure the team consistently meets service-level agreements. - Establish and track key performance indicators using advanced speech analytics platforms. - Build reporting frameworks and performance dashboards utilizing modern AI analytics tools. - Partner with Workforce Management and Operations leaders to elevate customer service. - Actively mentor, coach, and support team members in their professional development. Required Qualifications - Minimum eight years of experience leading teams in customer operations. - Five or more years of specialized experience in quality assurance leadership roles. - Proven track record managing quality assurance programs supporting over five hundred agents. - Strong proficiency in data analysis using Google Sheets and Microsoft Excel. - Experience managing multi-site or global contact center quality programs. Why Join Us DoorDash offers a dynamic, rapidly growing environment with comprehensive benefits to support employee well-being. We celebrate diversity and provide tools and resources to help you excel.

- 8+ years of team leadership experience in customer operations - 5+ years of experience in quality assurance leadership roles - Proven experience managing QA programs supporting 500+ agents - Strong data analysis skills using Google Sheets or Excel - Experience with AI tools and speech analytics platforms - Bachelor's degree or equivalent professional background

- Comprehensive employee benefits and perks package - Support for employee healthiness, happiness, and overall well-being - Modern hybrid work environment (2-3 days in-office) - Opportunities to work with advanced AI-driven customer operations tools - Inclusive culture with a strong commitment to diversity and growth