About the Team

The Merchant Services Vendor Quality and Accuracy Team reviews the output quality of work from our network of menu and process vendors. The team also helps create/improve processes, streamlines workflows and manipulates data to highlight trends and areas for improvement. This is done by becoming an expert on all current workflows for all teams and making strategic recommendations based on objective observations. This team has been created to support the organization - through audit data, the team provides tangible quality scores for all team members and works cross-functionally with other departments and vendors to troubleshoot issues.

About the Role

As a Quality Assurance Specialist, you will ensure that all our vendors and internal teams within Merchant Services uphold DoorDash's quality standards and remain compliant with the teams' workflows and processes. To complete audits for each team, you will take on the challenge of becoming an expert on all teams within Merchant Services and be able to provide feedback and suggestions for improvement. You will report to the Merchant Services Supervisor on our Vendor Menu/Core QA team in our Merchant Services organization. The ideal candidate has good analytical skills and can use data and logic to make informed decisions that help ensure that our Merchants have the best experience possible on the DoorDash platform.

In this role, you will:  Problem-solve and look for ways to help the team improve efficiency Conduct regular quality evaluations following DoorDash policy   Provide live support for newly hired auditors as requested  Assess performance to identify vendor skill gaps, as well as process improvement by identifying root causes Participate in calibration sessions on a regular cadence  Provide actionable data and feedback to various internal and global support groups as needed  Maintain working knowledge of all MxS processes and services  You’re excited about this opportunity because you will… Become an expert on internal operations teams' processes Collaborate with peers on process improvement plans and look for opportunities to refine processes Provide concise, factual, and clear communications on forms, emails, and cases Work closely with your counterparts, vendors, and cross-functional partners to ensure ongoing alignment and calibration.  This role directly impacts our Merchant relationships.  Through clear objectives, actionable insights, and a commitment to standard work, our Merchants will experience a best-in-class customer experience.  We’re excited about you because… You have 6+ months of experience at DoorDash You have experience in quality assurance You have intermediate experience with Google Sheets and Salesforce You are motivated by projects that involve process improvement You are motivated by defined metrics and goals established by leadership You are creative and are eager to improve 1% every day You are engaging and steadfast in providing excellent service Fast learner who can flex as needed to adapt and understand new tools.  Excellent written and verbal communication skills are a must  Ability to work independently  Well-organized and attentive to detail  Analytical and data-driven; root cause analysis is your specialty  Impeccable follow-up and follow-through capabilities  Comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously  Have an owner mentality; you're focused on quality, output-driven, an extreme hustler, proactive, and always pushing yourself to do better  

 

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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