Quality Coordinator - Kenya at Glovo

YOUR MISSION
Impact

• Quality Coordinator contributes to the success of the organization as a whole through Profitability (Managing Costs) and CX (Customer Satisfaction) control.
• Processes Optimization: ensuring the effective execution and enhancement of the cost affecting processes.
• KPIs: CPO (Cost per Order), Compensation CPO, CR, Process Adherence, CRC (Contact Resolution Center Adherence), Agent Compliance.
• Team Efficiency control: ensuring the delivery of the QA Ops related KPIs by maintaining the team performance health.
• KPIs: CPO, Attrition, Absenteeism, Forecast Adherence.
• Customer Experience: ensuring the company objectives are developed accordingly to the best practices and needs of the market to increase the loyalty of the end user.
• KPIs: CSAT, GSAT, PSAT, -SAT Retention Gap, NC, RC, QA Score, Soft Skills.,

Scope

• Maintain regular communication with BPOs (Business Process Outsourcers) to facilitate the launch of global projects, manage individual projects, and advocate for adherence to rules favorable to Glovo, negotiating conditions beyond the contractual agreement.
• Develop and implement quality control processes, procedures, and policies to ensure that products or services meet or exceed customer expectations.
• Monitor and analyze data related to quality control processes, identifying trends, and making recommendations for improvement.
• Lead and manage a team of quality control personnel, providing guidance, coaching, and support as needed.
• Communicate with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives.
• Ensure accountability of BPOs (Business Process Outsourcers) and other teams for actions impacting operations.
• Exercise control and oversight over the provider's execution.
• Conducting quality training sessions and workshops if required.
• Organize, analyze, and present data based on audits and other key performance indicators (KPIs).
• Demonstrate an understanding of the business, the underlying KPIs, and the operational processes.

THE JOURNEY

• Generate and deliver reports on a requested basis using BI tools (f.i. Looker), Google sheets, etc.
• Setting up QA platforms.
• Implementing quality improvement strategies
• Documenting various quality control policies.
• Participation in setting the organization’s goals.
• Examining raw materials and finding defects in them, if any.
• Suggesting improvements in the materials.
• Monitoring all the product processors and procedures.
• Providing training and workshops on the new guidelines, scorecards, platforms, etc.
• Conduct the weekly meetings with the QA teams and Ops teams within the different levels (local, global, external)
• Building the business cases for the processes' optimization, KPIs and targets changes, reports enhancements.
• Perform spot checks to ensure Glovo's processes and expectations are correctly calibrated with external providers.
• Prompting the machine learning platforms to ensure the localization of the service.
• Controlling Performance Improvement Plans and controlling the support of the teams involved in pre-/post-actions such as WFM.

What You Will Bring To The Ride

• Proven track record as an Operations, Quality Assurance, or Training Manager, with a minimum of 3 years of relevant experience, particularly within the BPO sector, CX or Product sector.
• Extensive expertise in Google Workspace applications, including advanced proficiency in Sheets (and/or Excel), for efficient data management and analytics.
• Demonstrated ability to influence and lead, facilitating effective collaboration within cross-market, regional, and team-based project launches.
• Experience in successfully managing and leading in-house teams is advantageous but not mandatory.
• Adept at orchestrating and executing projects that span across markets, regions, and teams, showcasing a commitment to achieving operational excellence.
• Proven capability to translate client expectations into measurable quality standards, with a focus on delivering impactful outcomes in dynamic BPO environments.
• Demonstrate the ability to pay close attention to detail.
• Excellent problem-solving abilities and decision-making skills.