Quality Specialist

Descrizione : Quality Specialist. Azienda : Glovo. Posizione : Milano, Lombardia

About Glovo: We're a Barcelona-based startup and the fastest-growing delivery player in Europe, Hispanic America and Africa. With food at the core of the business, Glovo delivers any product within your city at any time of day. Our vision and ambition are not only to make everything immediately available in your city but it is also to offer our employees the job of their lives. A job where you'll be challenged and have the most fun working in through tech-enabled experiences. Your work-life opportunity: A Quality Specialist position means building a bridge between the quality standards and the final service we offer in Glovo. The quality specialist 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 specialist 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:

  • Plan, perform and oversee inspection and testing of products to ensure the quality deliverable
  • Document quality assurance activities, such as internal audits
  • Identify key business requirements, compliance and behaviours per customer type/country and translate it to a measurable framework
  • Perform proactive analysis (quantitative and qualitative) to identify gaps and opportunities for alignment/improvement
  • Outline quality assurance policies and procedures & define scalable processes
  • 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
  • Track and correlate operational data and service metrics to understand and address performance gaps
  • Manage multiple service providers and oversee their processes and analysis to uncover underperformance trends and training opportunities
You have:
  • Native Italian speaker with fluent written and spoken English
  • Previous experience in CX / quality field (audits, implementation and control of new procedures, etc.) preferably in customer services field
  • Knowledge of QA terms, tools, and methodologies
  • 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
  • Ability to work in team and keep a positive attitude working under pressure and with short deadlines
Experience our Glovo Life benefits:
  • Enticing Phantom Shares plan
  • Comprehensive Private Health Insurance
  • Free monthly Glovo credits to spend on our restaurant products (and zero Glovo delivery fee on all Glovo orders!)
  • Cool perks such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 2 months!
  • Flexible working environment
What you'll find when working at Glovo:
  • Gas: We work hard with energy and passion for what we do.
  • 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.
  • 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! At Glovo 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. 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. As of 2020, we're currently present in more than 22 countries across Europe, Latin America, Africa, and Asia. For additional information on Glovo, please visit https://about.glovoapp.com/