Overview

In this role you will elevate operational quality across Glovo’s regional BPO hubs, turning QA into a proactive, data-driven engine. You’ll shape a integral, scalable quality framework and align it with regional strategy to boost customer satisfaction and SLA adherence. You’ll lead cross-hub calibration, continuous improvement initiatives, and closed-loop feedback into recruitment and training. The position offers hands-on analytics, stakeholder collaboration, and a tangible impact on delivery quality at scale.

Responsabilidades

- Own end-to-end quality framework and audit strategy across BPO hubs
- Conduct root-cause analyses and launch improvement initiatives to improve customer satisfaction and SLA compliance
- Develop closed-loop QA informing recruitment, onboarding, and coaching
- Lead cross-site calibration sessions to standardize evaluation standards
- Collaborate with Regional Service Delivery, Training leads,



and external BPO managers to align operational priorities
- Extract and analyze data using SQL to produce actionable quality insights and leading indicators

Requisitos principales

- 3 to 5 years in Quality Operations within fast-paced, tech-driven customer service, hospitality, or BPO
- Lean Six Sigma Yellow or Green Belt certification or equivalent training
- Project management capability to manage multi-month QA initiatives
- Vendor governance and risk modeling experience with examples of identifying defects early
- Bilingual fluency in English and Spanish (Portuguese helpful)
- Independent SQL proficiency for standalone data extraction and cleaning

- analytical mindset
- cross-functional collaboration
- stakeholder management
- SQL
- data analysis
- QA framework design

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