On-site Safety Operations Specialist

About the role

The Safety Operations Specialist will act as the on‑site representative of DiDi’s Safety Response organization at a BPO delivery centre. You will oversee daily operations, ensure service quality, and bridge central policies with frontline execution to handle safety‑related cases with high standards of quality, efficiency, and compliance.

Key responsibilities

• Oversee daily operations of the BPO safety response team, ensuring stable 24/7 service delivery.
• Monitor key operational metrics such as SLA, AHT, resolution rate and DSAT, and track staffing, scheduling and capacity utilization.
• Ensure adherence to Safety Response SOPs, especially for high‑risk cases (violence, harassment, robbery) through quality audits and case reviews.
• Identify drivers of DSAT and reopened cases, lead root‑cause analysis and collaborate with product, policy and training teams on process improvements.
• Support agent training, capability building and rollout of new processes and policies.
• Provide frontline insights and VOC feedback to central teams and act as the on‑site voice of operations.
• Support critical incident response, ensuring timely communication and coordination.

Required profile

• Bachelor’s degree or above.

Required skills

• None specified.