Quality Coordinator - Customer Service (They/She/He)
Glovo
Almaty, Kazakhstan
3 дня назад

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 :

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 :

  • Give you the trust and support to grow, develop, and make a difference while encouraging you to bring your unique perspective to the table
  • Collaborate together and learn from each other
  • 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 :

  • An empathetic, inclusive and curious attitude
  • A passion to make a positive impact on the life of millions of people through technology
  • 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
  • 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 : We work with energy, innovation and passion for what we do. We are committed.
  • Care : We act in the best interest of a sustainable future.
  • Good vibes : We always see the positive side in every situation and act with fairness and honesty with everyone regardless of gender, sexual orientation, religion, and abilities.
  • Stay Humble : We embrace mistakes and feedback to learn from them.
  • Glownership : We roll up our sleeves and get work done no matter our position and level.
  • 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?

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