Experteer Overview

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In this role you will elevate operational quality across regional BPO hubs by transforming QA into a proactive, data-driven engine. You will align cross-border execution with regional strategy, building scalable quality processes that improve customer satisfaction and SLA compliance. You will lead multi-hub quality strategy, drive continuous improvement, and link audit insights to coaching, recruitment, and training. The opportunity combines analytics, calibration, and cross-functional collaboration to raise standards at scale.

Compensaciones / Ventajas
• Own end-to-end quality framework and audit strategy across BPO hubs
• Lead root-cause analyses to identify systemic gaps and launch improvement initiatives
• Establish closed-loop QA leveraging audit insights for recruitment, onboarding, and coaching
• Host cross-site calibration sessions to minimize scoring variance




• Collaborate with Regional Service Delivery Heads, Training leads, and BPO managers on regional initiatives
• Extract, query, and analyze raw transaction and audit data using SQL to generate insights and lead indicators of quality

Responsabilidades
• 3 to 5 years in Quality Operations in fast-paced, tech-driven or service-driven environments
• Proven track record designing evaluation frameworks, calibrations, and root-cause xghoner analyses
• Lean Six Sigma Yellow or Green Belt certification or equivalent process improvement training
• Closed-loop quality vision and project management capability (PMP appreciated)
• Vendor governance and risk modeling experience with auditing outsourced BPO performance
• Bilingual fluency in English and Spanish (Portuguese a plus)
• Independent SQL proficiency to extract, merge, and clean datasets

Requisitos principales
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📌 Continuous Improvement (Barcelona)
🏢 Glovo
📍 Barcelona