In Glovo we are looking for a Regional Quality Senior Specialist for our Quality Management Team, who will be responsible for analyzing the data from our different hubs all around the world, provided by their regional Quality team, to identify and escalate gaps, so as to create and manage improvement action projects.
You will be responsible for managing application setups and infrastructure projects across global locations and time zones, and accountable for the fulfillment of all Glovo benchmarks.
You will :
Ensure your Quality Junior Specialists are delivering a high level of quality reports based on data and standards
Verify your Quality Junior Specialists are providing accurate solutions to hubs
Record evaluations using departmental quality monitoring forms
Deliver coaching feedback to your regional Quality team members
Provide regular performance feedback on the quality data and the actual necessities of the different hubs
Prepare and analyse quality reports for Management review
Participate in the design of quality monitoring forms, standards and scorecards
Experience with current softwares on QA methodologies, tools, and processes
Fluent Spanish and English, both written and spoken
Bachelor's degree or equivalent experience in related industry
Minimum of 2 years of experience performing Quality tasks in a call center environment, ideally developing and implementing QA programs
Prior supervisory or leadership experience
Proven ability achieving and maintaining departmental quality standards
Strong knowledge of customer care processes and techniques
Proficiency in Word, Excel and PowerPoint and their Google online equivalents for presentations and reports
Fluent in English & Spanish. Any other European language is a plus
Experience with RealPage products or with call center quality assurance practices preferred
Our core values are very important to us :
Gas : We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast Everyone Wins : We are here for the long run.
Glovers, Partners, and Users are in the very center of everything we do. If they win, Glovo wins. So for every decision, we make sure we are positively impacting them Good vibes : Our teams are built of people that radiate positive energy and managers that are honest and fair.
No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together Stay Humble : Always act humble : Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality.
We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do Glownership : Act as one company one team : Care first about Glovo, not your role or your department.
Own your stuff, no question, but go beyond your role; help before you are asked. Everything you need to make things happen, you do it.
Glow it! If you believe you match these values, we look forward to meeting you!
A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
Offices based in trendy Poblenou (L4), 10 min away from the beach
Generous equity pack for all employees
Social benefits (such as fresh fruit every day, free lunches from our yummy partners once a week, beers on Fridays, Culture Days every 6 weeks, the best coffee machine in the world,...)
Young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 1000 employees from all over the world!