Senior Quality Coordinator - Marketplace Experience

About the role

Glovo, part of the Delivery Hero Group, is looking for a Senior Quality Coordinator in Barcelona to harmonize and raise operational quality across its regional BPO operations. The role turns the QA framework from an auditing function into a data-driven engine that predicts quality defects before they affect customers, bridging cross-border execution with regional strategy.

Key responsibilities

• Own the end-to-end quality framework and audit strategy across BPO partner hubs, keeping processes standardized, scalable and globally aligned.
• Lead root-cause analyses to find systemic process gaps and launch improvement initiatives that improve customer satisfaction and SLA compliance.
• Feed quality audit insights back into recruitment profiling, onboarding curricula and coaching mechanisms.
• Host cross-site calibration sessions with BPO leads and auditors to reduce scoring variance and keep evaluation standards consistent.
• Work with Regional Service Delivery Heads, Training leads and external BPO managers to align priorities, resolve risks and run regional initiatives.
• Extract, query and analyze raw transaction and audit data with SQL to turn it into actionable insights and leading indicators of quality.

Required profile

• 3 to 5 years of quality operations experience in fast-paced, tech-driven customer service, hospitality or BPO settings, with a track record of designing evaluation frameworks, running calibrations and doing root-cause analyses.
• Lean Six Sigma Yellow or Green Belt certification or formal methodology training.
• Closed-loop quality mindset and project management capability (PMP or equivalent appreciated).
• Experience governing vendors and auditing outsourced BPO performance.
• Bilingual English and Spanish (C1/C2); Portuguese is a strong plus.

Required skills

• Independent SQL proficiency to write standalone queries that extract, merge and clean raw data.
• Process improvement methodology (Lean Six Sigma).