Quality Coordinator (They/She/He) at Glovo

Glovo is a Spanish start-up founded in Barcelona in 2015. It is an on-demand courier service that purchases, picks up, and delivers products ordered through its mobile app.[1] It aspires to be a multi-category lifestyle app with food delivery being the most popular offering

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!

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