Quality Coordinator for Customer Service - Kenya

If you’re here, it’s because you’re looking for an  exciting ride . 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone.  

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people , paving the way forward together. 

Not your usual app . We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. 

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

Our culture and strong values. 

We have an ‘’office-first’’ culture and we place collaboration at the center of everything we do!  We have a non-vanilla personality and feedback mindset. We don’t shy away from difficult conversations - we see them as a gift!  We work with high intensity and have fun along the way. We also celebrate the wins (a lot!).  We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work. 

Our career development philosophy. 

We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.  We take ownership of our career development. We don’t believe in linear and predictable career paths - we create the job of our dreams!  We embrace opportunities to move the needle and make an impact beyond our scope. 

Our commitment to being a force for good. 

Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.  We invest in doing good by dedicating time and resources into social and environmental initiatives.  We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

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.

Individuals representing diverse profiles, encompassing various , ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

Top-notch private health insurance to keep you at your peak. Monthly Glovo credit to satisfy your cravings! Discounted gym memberships to keep you energized. ️ Extra annual time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year! Enhanced parental leave, and office-based nursery. Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our and check out our and !