Model Calibration Specialist

DoorDash’s Customer Experience Insights (CXI) Quality Assurance team safeguards the consistency and excellence of every support interaction. Our goal is to ensure that the experience and outcomes of our internal and external customers align with DoorDash's core values and principles. 

As a Model Calibration Specialist, you’ll be a key player in scaling high-quality QA outcomes across DoorDash Support. You will serve as a bridge between human QA reviewers, machine learning systems, and cross-functional stakeholders. Your mission: ensure model-generated QA outcomes are accurate, fair, and reflect real-world expectations.

You’ll review conflicts between human and model decisions, investigate edge cases, and surface opportunities for improvement. This work will directly impact how we calibrate our ML model, refine training data, and optimize support agent workflows.

You’ll report to the Supervisor of the Model Calibration Team (MCT) within the CXI Quality Assurance organization. This is a hybrid role based in Mexico City requiring in-office presence based on business needs, currently two days per week. 

• Develop deep expertise in DoorDash’s support systems and workflows to support better model calibration and review alignment.
• Review and resolve conflicts between ML model outputs and human QA decisions, especially in ambiguous or high-risk cases.
• Analyze patterns in false positives, false negatives, and overrides to identify areas for calibration or reviewer training.
• Act as a subject matter expert for edge case resolution and decision documentation.
• Recommend improvements to agent workflows and support tools based on calibration findings.
• Contribute directly to improving the training data and feedback loop used by our automated QA system — ensuring our model reflects human standards of quality and fairness.

• Experience: 2+ years in Quality Auditing, or a related role.
• Communication: You can clearly convey insights and escalate edge cases across teams, from frontline agents to senior stakeholders.
• Analytical Thinking: You enjoy working from first principles, testing hypotheses, and validating ideas with data.
  Problem Solving: You thrive on ambiguity, translating blockers into actionable steps and scalable improvements.
• Independence: You can manage your own queue and priorities in a fast-paced, team-oriented environment.
• Tools: Proficient in Microsoft and/or Google Suite, a plus if you have experience with machine learning processes.
• Mindset: You bring an ownership mentality, strive for continuous improvement, and embody the 1% better philosophy.
• Proficient in English and Spanish, both written and verbal.

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

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.

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.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.