Continuous Improvement & Quality Program Manager - Marketplace Experience

Job Description

YOUR MISSION

As our Quality Coordinator, your mission is to harmonize and elevate operational quality across our regional BPO operations. You will own the challenge of transforming our QA framework from an auditing function into an active, data-driven engine that predicts quality defects before they impact the customer. You will bridge cross-border execution with regional strategy, leveraging analytical rigor to build scalable quality processes that drive continuous improvement and customer satisfaction across hubs. 

THE JOURNEY 

• Lead Multi-Hub Quality Strategy: Own the end-to-end quality framework and audit strategy across our BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned. 

• Execute Continuous Improvement: Lead root-cause analyses to identify systemic process gaps, launching targeted improvement initiatives that directly boost customer satisfaction and SLA compliance. 

• Establish Closed-Loop Quality Frameworks: Feed quality audit insights directly back into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms to proactively address recurring performance gaps. 

• Drive Regional Calibration & Consistency: Host structured, cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards across geographies

• Partner Cross-Functionally for Operational Scale: Collaborate closely with Regional Service Delivery Heads, Training leads, and external BPO operational managers to align operational priorities, resolve risks, and execute strategic regional initiatives. 

• Drive Independent Data Extraction & Analysis: Leverage SQL to extract, query, and analyze raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality. 

Qualifications

WHAT YOU WILL BRING TO THE RIDE
 

• 3 to 5 years of Quality Operations experience in fast-paced, tech-driven environments, ideally gained within service-driven environments (e.g., customer support, hospitality, or allied service sectors). Candidates with a background in managing operations where quality is heavily dependent on behavior-driven processes are also strongly encouraged to apply. Candidates must have a proven track record designing evaluation frameworks, running calibrations, and conducting root-cause analyses. 

• Lean Six Sigma Yellow or Green Belt certification or formal methodology training to independently execute process improvement projects and cycles are a must. 

• Closed-loop quality vision and project management capability (PMP or equivalent appreciated) to manage multi-month initiatives and integrate QA insights directly into coaching mechanisms, recruitment profiling and training programs. 

• Vendor governance and risk modeling experience, with a background using leading indicators to spot quality defects before they impact customers and  background auditing outsourced BPO performance.

• Bilingual fluency in English and Spanish (C1/C2) to manage cross-border hubs, lead regional reviews, and align with global leadership (Portuguese proficiency is a strong plus). 

• Independent SQL proficiency with the ability to write standalone queries to extract, merge, and clean raw transaction and audit datasets without relying on data engineering.

Additional Information

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!