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)
🏢 Jobrapido
📍 Barcelona