Quality Coordinator Glovo

We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers anyproduct within your city at any time of day. 

At Glovo, you’ll have the job of your life while working together towards our sharedvision to give everyone easy access to anything in their city. We welcome topperformers that will bring new ideas, diverse perspectives, and provide you theopportunities and freedom to grow and make a real impact on millions of lives… allwhile having fun!

We believe that diversity adds incredible value to our teams, our products, and ourculture. We know that the best ideas and solutions come by bringing togetherpeople from all over the world and by fostering a culture of inclusion where everyonefeels heard and has the chance to make a real impact. It's because of this that we arecommitted to providing equal opportunities to talent from all backgrounds. In your application, please feel free to note which pronouns you use (For example:she/her/hers, he/him/his, they/them/theirs, etc).

Your work-life opportunity: A Quality Coordinator position means building a bridge between the qualitystandards and the final service we offer in Glovo. 

The Quality Coordinator isresponsible for ensuring the Voice of the Customer is heard, understood andprioritized across our service processes, training, tools and product.

This position ismaximizing the impact of every support interaction through process standardizationand actionable data-informed insights on our service gaps and drivers of customerhappiness. In addition to being a key enabler of agent effectiveness the qualitycoordinator is responsible for collaborating with other teams in LiveOperations tocreate the best (and efficient) customer experience possible at scale.

Be a part of a team where you will:

• Define Glovo’s service standards & translate them into measurable andactionable evaluations.
• Ensure Glovo services are consistent, compliant and in line with Glovo’sstandards (and customer expectations)
• Elaborate the global procedures of sampling and guidelines for collection andreporting quality data
• Define & manage quality assurance activities for your designatedmarkets/hubs
• Deploy new standards & processes
• Build, coordinate and lead a strong collaboration model with Glovo’soutsourcing partners
• Provide insights on drivers of underperformance (agent level, process level, CXlevel) & represent the voice of the customer internally to drive continuousimprovement and user happiness
• Perform proactive analysis (quantitative and qualitative) to identify gaps andopportunities for improvement
• Analyze audit outcomes and carry out appropriate corrective procedures
• Detect coaching needs and take actions in accordance with these needs inorder to ensure compliance with quality standards

You have:

• Fluent written and spoken English.
• +3 years of experience in similar positions, previous experience in CX / qualityfield (audits, implementation and control of new procedures, etc.) preferably incustomer services field
• Previous experience in fast-growing companies is a plus
• Strong analytical skills
• Outstanding verbal and written communication skills
• Thoroughness, attention to detail and ability to learn fast
• Problem-solving and decision-making skills
• Customer service competency
• Strong communication skills
• Proven experience working cross functionally
• Ability to work in team and keep a positive attitude working under pressureand with short deadlines

We are always looking for the best candidates, so if you think you would be a good fiteven if you don't meet 100% of the requirements we would love to hear from you!

What you’ll find when working at Glovo:

Gas: Driven to deliver quality results quickly

Good Vibes: Bring positivity and communicate openly

Stay Humble: Self-aware and open to learning

Care: Uplift people and the planet

Glownership: Act as proud owners

High Bar: Focus on Top Performance

If you believe you match these values, we look forward to meeting you!