Sr Quality Coordinator - Marketplace Experience

Delivery Hero
Barcelona
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 3-5 yearsSkills: ["Cross-functional collaboration","Root-cause analysis","Project management","Continuous improvement","Independent analysis"]

Own end-to-end operational quality across regional BPO partner hubs by standardizing an audit-and-evaluation framework that becomes predictive and data-driven. Lead continuous improvement via root-cause analysis and targeted initiatives that improve customer satisfaction and SLA compliance. Build closed-loop QA processes feeding recruitment, onboarding, and coaching, and run cross-site calibration to ensure consistent scoring. Use SQL to analyze transaction and audit datasets and partner with service delivery and training leaders.

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Delivery Hero
Delivery Hero
1 day ago

Sr Quality Coordinator - Marketplace Experience

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Job Summary

Own end-to-end operational quality across regional BPO partner hubs by standardizing an audit-and-evaluation framework that becomes predictive and data-driven. Lead continuous improvement via root-cause analysis and targeted initiatives that improve customer satisfaction and SLA compliance. Build closed-loop QA processes feeding recruitment, onboarding, and coaching, and run cross-site calibration to ensure consistent scoring. Use SQL to analyze transaction and audit datasets and partner with service delivery and training leaders.
Location: Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end quality framework and audit strategy across BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned.
  • •Lead continuous improvement initiatives by performing root-cause analyses to identify systemic process gaps and improve customer satisfaction and SLA compliance.
  • •Establish closed-loop quality frameworks by feeding audit insights into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms.
  • •Drive regional calibration and consistency through structured cross-site calibration sessions with BPO leads and auditors to reduce scoring variance.
  • •Extract, query, and analyze raw transaction and audit datasets using SQL to turn operational data into actionable insights and leading quality indicators.

Key Requirements

  • •3 to 5 years of Quality Operations experience in fast-paced, tech-driven customer service, hospitality, or BPO environments, with experience designing evaluation frameworks, running calibrations, and conducting root-cause analyses.
  • •Lean Six Sigma Yellow or Green Belt certification (or formal methodology training) to independently execute process improvement projects.
  • •Closed-loop quality vision and project management capability (PMP or equivalent appreciated) to manage multi-month initiatives and integrate QA insights into coaching, recruitment profiling, and training.
  • •Vendor governance and risk modeling experience, including using leading indicators to spot quality defects early and auditing outsourced BPO performance.
  • •Bilingual fluency in English and Spanish (C1/C2), plus independent SQL proficiency to write standalone queries for transaction and audit datasets (Portuguese is a strong plus).
Experience:3-5 yearsBPOCustomer serviceHospitalityProcess improvementQuality operations
Skills:Cross-functional collaborationRoot-cause analysisProject managementContinuous improvementIndependent analysis
Certifications:Lean Six Sigma Yellow BeltLean Six Sigma Green Belt
Languages:EnglishSpanishPortuguese
Tech Stack:SQL

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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