Experteer Overview
As a Quality Coordinator at Glovo, you will elevate operational quality across regional BPO hubs by transforming QA into a data-driven engine that predicts defects before customers are affected. You will align cross-border execution with regional strategy, building scalable quality processes that improve customer satisfaction and SLA compliance. You’ll lead multi-hub quality strategy, calibration sessions, and continuous improvement initiatives, turning audit insights into coaching, recruitment, and training actions. This role offers impact across hubs, with a focus on measurable quality and scalable processes within a fast-paced, tech-driven environment.

Compensaciones / Ventajas
• Lead end-to-end quality framework and audit strategy across BPO hubs to ensure standardized, scalable, and globally aligned processes
• Drive continuous improvement through root-cause analyses and targeted initiatives to boost customer satisfaction and SLA compliance
• Establish closed-loop quality by integrating audit insights into recruitment, onboarding, and coaching




• Coordinate cross-site calibration sessions with BPO leads to minimize scoring variance and ensure consistent evaluations
• Collaborate with Regional Service Delivery Heads, Training leads, and BPO managers to align priorities and manage regional initiatives
• Extract, query, and analyze raw transactional and audit data using SQL to generate actionable insights and leading quality indicators

Responsabilidades
• 3–5 years in Quality Operations within fast-paced, tech-driven environments
• Lean Six Sigma Yellow or Green Belt certification or equivalent training
• Experience designing evaluation frameworks, running calibrations, and conducting root-cause analyses
• Vendor governance and risk modeling experience; monitor 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
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📌 Continuous Improvement & Quality Program Manager - Marketplace Experience (Barcelona)
🏢 Delivery Hero
📍 Barcelona