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 general, 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