Sr Quality Coordinator - Marketplace Experience
Glovo
As our Quality Coordinator, your mission is to harmonize and elevate operational quality across our regional BPO operations. You will own the challenge of transforming our QA framework from an auditing function into an active, data-driven engine that predicts quality defects before they impact the customer. You will bridge cross-border execution with regional strategy, leveraging analytical rigor to build scalable quality processes that drive continuous improvement and customer satisfaction across hubs.
THE JOURNEY
Lead Multi-Hub Quality Strategy: Own the end-to-end quality framework and audit strategy across our BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned.
Execute Continuous Improvement: Lead root-cause analyses to identify systemic process gaps, launching targeted improvement initiatives that directly boost customer satisfaction and SLA compliance.
Establish Closed-Loop Quality Frameworks: Feed quality audit insights directly back into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms to proactively address recurring performance gaps.
Drive Regional Calibration & Consistency: Host structured, cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards across geographies
Partner Cross-Functionally for Operational Scale: Collaborate closely with Regional Service Delivery Heads, Training leads, and external BPO operational managers to align operational priorities, resolve risks, and execute strategic regional initiatives.
Drive Independent Data Extraction & Analysis: Leverage SQL to extract, query, and analyze raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality.