QA Coordinator

If you're here, it's because you're looking for an **exciting ride**.

A ride that will fuel up your ambitions to take on a **new challenge and stretch yourself beyond your comfort zone.**

We'll deliver a **non-vanilla culture built on talent, where we work to amplify the impact on millions of people**, paving the way forward together.

**Not your usual app**. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

**What makes our ride unique?**

**Our culture and strong values.**
- We have an ''office-first'' culture and we place collaboration at the center of everything we do
- We have a non-vanilla personality and feedback mindset. We don't shy away from difficult conversations - we see them as a gift
- We work with high intensity and have fun along the way. We also celebrate the wins (a lot).
- We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work.

**Our career development philosophy.**
- We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.
- We take ownership of our career development. We don't believe in linear and predictable career paths - we create the job of our dreams
- We embrace opportunities to move the needle and make an impact beyond our scope.

**Our commitment to being a force for good.**
- Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.
- We invest in doing good by dedicating time and resources into social and environmental initiatives.
- We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision**:To give everyone easy access to anything in their cities. **And this is where your ride starts.

**YOUR MISSION**

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