Regional Quality Manager - Customer Service (They/She/He)

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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 lives… all 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. 

In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).

Your work-life opportunity:

As Regional Live Operations Quality Manager inside the Live Operations (Customer Service) department, you will be responsible for building a bridge between the quality standards and the final service we offer in Glovo.

You will be accountable to collect data on agents' technical accuracy, customer service performance, conformity to company policies and procedures for the assigned region and to translate it into actionable insights for internal and external stakeholders. You will also be assigned strategic projects aimed at consolidating the Quality Program within Live Operations at Glovo. You will be supported by a team of direct reports that coordinate Quality at local level.

Be a part of a team where you will:

  • Plan, perform and oversee inspection and testing of products to ensure the quality deliverable
  • Document quality assurance activities, such as internal audits
  • Analyze customer grievances and other non-compliance issues
  • Outline quality assurance policies and procedures
  • Interpret and comply with company quality standards
  • Make sure that quality assurance standards are adequate
  • Elaborate the procedures of sampling and guidelines for collection and reporting quality data
  • Oversee the implementation and ensure efficiency of inspection and Q systems
  • Gather and organize statistical quality data and inspect data to detect areas for improvement
  • Report on results of quality activities
  • Elaborate, recommend and oversee improvement actions
  • 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

You have:

  • Fluent written and spoken English
  • Previous People Management experience 
  • Superb computer competence, including experience with databases and Microsoft Office
  • Previous experience in quality field (audits, implementation and control of new procedures, etc.) or basic knowledge of regulatory requirements for the business
  • Knowledge of QA terms, tools, and methodologies
  • Analytical skills
  • Outstanding verbal and written communication skills
  • Thoroughness
  • Problem-solving and decision-making skills
  • Customer service competency
  • Ability to work in team and keep a positive attitude working under pressure and with short deadlines
  • An empathetic, inclusive and curious attitude
We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!

Experience our Glovo Life benefits:

  • Enticing equity plan
  • 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!
Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee. For additional information on Glovo, please visit https://about.glovoapp.com/