Company DescriptionGlovo is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. Job DescriptionAs our Quality Coordinator, your mission is to harmonize and elevate operational quality across our regional BPO operations. You will own the challenge of transforming our QA framework from an auditing function into an active, data-driven engine that predicts quality defects before they impact the customer.

You will bridge cross-border execution with regional strategy, leveraging analytical rigor to build scalable quality processes that drive continuous improvement and customer satisfaction across hubs. THE JOURNEY Lead Multi-Hub Quality Strategy: Own the end-to-end quality framework and audit strategy across our BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned.

Execute Continuous Improvement: Lead root-cause analyses to identify systemic process gaps, launching targeted improvement initiatives that directly boost customer satisfaction and SLA compliance.

Establish

Closed-Loop Quality Frameworks: Feed quality audit insights directly back into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms to proactively address recurring performance gaps.

Drive Regional Calibration & Consistency: Host structured, cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards across geographiesPartner Cross-Functionally for Operational Scale: Collaborate closely with Regional Service Delivery Heads, Training leads, and external BPO operational managers to align operational priorities, resolve risks, and execute strategic regional initiatives.





Drive Independent Data Extraction & Analysis: Leverage SQL to extract, query, and analyze raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality. QualificationsWHAT YOU WILL BRING TO THE RIDE3 to 5 years of Quality Operations experience in fast-paced, tech-driven customer service, hospitality, or BPO environments, with a proven track record designing evaluation frameworks, running calibrations, and conducting root-cause analyses.

Lean Six Sigma

Yellow or Green Belt certification or formal methodology training to independently execute process improvement projects and cycles. Closed-loop quality vision and project management capability (PMP or equivalent appreciated) to manage multi-month initiatives and integrate QA insights directly into coaching mechanisms, recruitment profiling and training programs. Vendor governance and risk modeling experience, with a background using leading indicators to spot quality defects before they impact customers and background auditing outsourced BPO performance.Bilingual fluency in English and Spanish (C1/C2) to manage cross-border hubs, lead regional reviews, and align with integral leadership (Portuguese proficiency is a strong plus).

Independent SQL proficiency with the ability to write standalone queries to extract, merge, and clean raw transaction and audit datasets without relying on data engineering.Additional InformationAt Glovo, your success is defined by both results and behaviors. Together, they move the business forward and deliver great experiences. Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture.

General BusinessExperience level: Mid-Senior LevelIndustry: Internet

📌 Sr Quality Coordinator - Marketplace Experience (Cataluña)
🏢 Glovo
📍 Cataluña