Experteer Overview As Quality Coordinator, you will lead the regional QA framework across BPO hubs, transforming auditing into a proactive, data-driven quality engine. You’ll bridge cross-border execution with regional strategy to standardize processes, scale quality initiatives, and boost customer satisfaction and SLA compliance. You will drive continuous improvement through root-cause analyses and closed-loop feedback into training and recruitment. This role offers the chance to shape regional quality standards while collaborating with cross-functional leaders to deliver measurable impact.

Compensaciones / Ventajas • Own end-to-end quality framework and audit strategy across BPO hubs, ensuring standardized, scalable processes • Lead root-cause analyses to identify systemic gaps and launch targeted improvement initiatives • Establish closed-loop quality frameworks feeding audit insights into recruitment, onboarding,



and coaching • Host cross-site calibration sessions to minimize scoring variance and ensure consistent evaluation • Collaborate 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 actionable insights and leading indicators of quality

Responsabilidades • 3 to 5 years of Quality Operations experience in fast-paced, tech-driven customer service, hospitality, or BPO environments • Lean Six Sigma Yellow or Green Belt certification or formal methodology training • Closed-loop quality vision and project management capability (PMP or equivalent appreciated) • Vendor governance and risk modeling experience, with experience auditing outsourced BPO performance • Bilingual fluency in English and Spanish (Portuguese a plus) • Independent SQL proficiency to extract, merge, and clean datasets without data engineering support

Requisitos principales •

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