QA Supervisor – Customer Support Quality & Coaching

QA Supervisor – Customer Support Quality & Coaching

DoorDash's Merchant Experience Operations (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.

You Should Be Excited About This Opportunity Because…

• Your insights directly influence merchant satisfaction, shaping how thousands of merchants experience DoorDash support every day.
• You will collaborate closely with Quality peers, Operations, and Training partners who value data-backed recommendations that keep merchants front and center.
• You will contribute to and potentially lead key quality initiatives — from ensuring 100% audit and coaching completion to maintaining accuracy in calibrations — driving fairness, consistency, and merchant trust.
• You will have the opportunity to refine processes, recommend updates to training and SOPs, and deliver insights that boost productivity, policy adherence, and most importantly, the merchant experience.
• You thrive on precision, love turning data into action, and are passionate about elevating the Merchant-First journey at scale.

We're Excited About You Because…

• Minimum 1-year Quality Auditor experience.
• Minimum 1-year with a Merchant LOB at least.
• Experience supporting multiple lines of business
• Excellent written and verbal communication skills
• 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
• Ability to excel in a fast-paced, team-oriented environment
• Time Management while driving multiple deadlines simultaneously
• Have an owner mentality; you're focused on quality, output-driven, an extreme hustler, proactive,
• You demonstrate an understanding of 1% better.
• One team one fight mentality.

Why You'll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and industry is what we do -- on every project, every day.
• We are learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, whether we've been in a role for one year or one minute.
• We are customer-obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together, making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.