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.

ResponsabilidadesOwn end-to-end quality framework and audit strategy across BPO hubsLead root-cause analyses to close process gaps and boost customer satisfaction and SLA complianceEstablish closed-loop quality processes feeding insights into recruitment, onboarding, and coachingCoordinate regional calibration sessions to minimize scoring variance and ensure consistent standardsPartner with Regional Service Delivery Heads, Training leads,



and external BPO managers to align priorities and drive regional initiativesExtract, query, and analyze raw transaction and audit data using SQL to derive quality insights and leading indicators Requisitos principales3–5 years of Quality Operations experience in fast-paced customer service, hospitality, or BPO environmentsLean Six Sigma Yellow or Green Belt certification or equivalent trainingClosed-loop quality vision and project management capability; PMP or equivalent appreciatedVendor governance and risk modeling experience with use of leading indicatorsBilingual fluency in English and Spanish (Portuguese a plus)Independent SQL proficiency for standalone data extraction and cleaningCross-functional collaborationAnalytical mindsetProblem solvingSQL (data extraction and analysis)Quality auditing and evaluation frameworksVendor governance and risk modeling

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