Overview

In this role you will harmonize operational quality across regional BPO operations and elevate QA into a data-driven engine that pre-empts defects before reaching customers. You will connect cross-border execution with regional strategy, building scalable quality processes to improve customer satisfaction and SLA performance. You will lead the end-to-end quality framework, drive continuous improvement, and calibrate standards across hubs, partnering with regional leaders to scale operations. This is a hands-on, analytics-driven opportunity to shape how quality is measured and acted upon at scale.

Responsabilidades

- Own end-to-end quality framework and audit strategy across BPO hubs
- Lead root-cause analyses to close process gaps and boost customer satisfaction and SLA compliance
- Establish closed-loop quality processes feeding insights into recruitment, onboarding, and coaching
- Coordinate regional calibration sessions to minimize scoring variance and ensure consistent standards
- Partner with Regional Service Delivery Heads, Training leads,



and external BPO managers to align priorities and drive regional initiatives
- Extract, query, and analyze raw transaction and audit data using SQL to derive quality insights and leading indicators

Requisitos principales

- 3–5 years of Quality Operations experience in fast-paced customer service, hospitality, or BPO environments
- Lean Six Sigma Yellow or Green Belt certification or equivalent training
- Closed-loop quality vision and project management capability; PMP or equivalent appreciated
- Vendor governance and risk modeling experience with use of leading indicators
- Bilingual fluency in English and Spanish (Portuguese a plus)
- Independent SQL proficiency for standalone data extraction and cleaning

- Cross-functional collaboration
- Analytical mindset
- Problem solving
- SQL (data extraction and analysis)
- Quality auditing and evaluation frameworks
- Vendor governance and risk modeling

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