QA Supervisor – Customer Support Quality & Coaching

QA Supervisor – Customer Support Quality & Coaching

About the Team

DoorDash’s MXO Quality Assurance team is driven by a Merchant-First mentality — obsessed with ensuring that every interaction reflects consistency, fairness, and excellence. As a QA Auditor, you’ll bring a sharp eye for detail and a data-driven mindset to champion quality, ensuring our merchant partners always receive a world-class experience.

In this role, you’ll collaborate closely with the Quality Supervisor to refine QA processes, elevate training and content, and lead initiatives that strengthen teammate efficiency, productivity, and policy adherence. Your work will directly contribute to our ultimate priority : delivering an outstanding experience for every merchant, every time.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Mexico City, and the employee must live within a commutable distance of the office. In-office days are determined by the business and may shift depending on business needs. Connect with the recruiter to confirm the current in-office requirements for this role.

About the Role

As part of the MXO Quality Assurance team, you’ll play a key role in safeguarding a Merchant-First experience by ensuring every interaction reflects consistency, fairness, and excellence. In this role, you will :

• Complete 100% of assigned audits on time, supplying actionable feedback that helps teammates grow while keeping merchants at the center of every decision.
• Deliver all assigned coaching sessions, turning feedback into opportunities for improvement and reinforcing behaviors that elevate the merchant experience.
• Participate in recurring calibration sessions with Operations and QA partners, ensuring accuracy and alignment on scoring standards to drive fair and consistent evaluations.
• Conduct ad-hoc deep-dives and root-cause analyses (RCA), summarizing findings in clear project-management recaps to share trends and solutions with leadership.
• Maintain expert knowledge of top merchant contact drivers by line of business (LOB), and share weekly focus areas to keep stakeholders aligned on merchant priorities.
• Recommend updates to training, knowledge articles, and SOPs that directly improve the merchant experience and support teammate efficiency.
• Train and mentor new auditors, reinforcing best practices, efficiency tools, and the Merchant-Obsessed mindset that defines our QA culture.

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Why You’ll Love Working at DoorDash...

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here : Covey

About DoorDash

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.

Our Commitment to Diversity and Inclusion

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

We use Covey as part of our hiring and / or promotional process for jobs in certain locations. To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

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