Your Work-life Opportunity
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 prioritised across our service processes, training, tools and product. This position is maximising the impact of every support interaction through process standardisation 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
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 and decision-making skills
Customer service competency
Strong communication skills
Proven experience working cross functionally
Ability to work in team and keep a positive attitude working under pressure and with short deadlines
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 (if applicable)
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/
Apply via :
boards.greenhouse.io
