Quality Coordinator

hace 3 semanas

Barcelona, España Glovo A tiempo completo

**About 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 any product within your city at any time of day.

At Glovo, you'll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of livesall while having fun

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

**Your work-life opportunity**:
A Quality Coordinator position means building a bridge between the quality standards and the final service we offer in Glovo. The Quality Coordinator is responsible for ensuring the Voice of the Customer is heard, understood and prioritized across our service processes, training, tools and product. This position is maximizing the impact of every support interaction through process standardization and actionable data-informed insights on our service gaps and drivers of customer happiness. In addition to being a key enabler of agent effectiveness the quality coordinator is responsible for collaborating with other teams in LiveOperations to create 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 and actionable evaluations.- Ensure Glovo services are consistent, compliant and in line with Glovo's standards (and customer expectations)- Elaborate the global procedures of sampling and guidelines for collection and reporting quality data- Define & manage quality assurance activities for your designated markets/hubs- Deploy new standards & processes- Build, coordinate and lead a strong collaboration model with Glovo's outsourcing partners- Provide insights on drivers of underperformance (agent level, process level, CX level) & represent the voice of the customer internally to drive continuous improvement and user happiness- Perform proactive analysis (quantitative and qualitative) to identify gaps and opportunities for improvement- Analyze audit outcomes and carry out appropriate corrective procedures- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards- Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

**You have**:
- Fluent written and spoken English.- +3 years of experience in similar positions, previous experience in CX / quality field (audits, implementation and control of new procedures, etc.) preferably in customer 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 pressure and with short deadlines- An empathetic, inclusive and curious attitude

**Experience our Glovo Life benefits**:
- Enticing equity plan (if applicable)- Top-notch private health insurance- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders- Discounted gym memberships- Flexible time off (take the time you need) and hybrid working model (own your time)- Enhanced parental leave including nursery support- Online therapy and wellbeing benefit- External learning budget

**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

Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook

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