Merchant Services Quality and Accuracy Specialist - Internal QA
About the Team
The Merchant Services Internal Quality and Accuracy Team reviews the output quality of work from the teams within Merchant Services. The team also helps create 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 with other departments to troubleshoot issues.
About the Role
As a Quality Assurance Auditor, you will ensure that all our 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 Internal Audit 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 audits following DoorDash policy
- Provide live support for newly hired auditors as requested
- Assess performance to identify employee 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
- Work 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 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
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. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
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.
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.
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.
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.
Average salary estimate
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DoorDash is a technology company that connects customers with their favorite local and national businesses in the United States and Canada. The company is headquartered in San Francisco, California.
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