{"id":3529826,"url":"https://alion.io/job/delivery-hero-continuous-improvement-quality-program-manager-marketplace-experience","title":"Continuous Improvement & Quality Program Manager - Marketplace Experience","company":{"id":3502,"name":"Delivery Hero","domain":"deliveryhero.com","url":"https://alion.io/company/delivery-hero","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":106,"ghost_share":0,"stale_share":0.991,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":69000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2874},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-30T11:26:24Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T18:00:00Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.\n YOUR MISSION\nAs our Quality Coordinator, your mission is to harmonize and elevate operational quality across our regional BPO operations. You will own the challenge of transforming our QA framework from an auditing function into an active, data-driven engine that predicts quality defects before they impact the customer. You will bridge cross-border execution with regional strategy, leveraging analytical rigor to build scalable quality processes that drive continuous improvement and customer satisfaction across hubs.\nTHE JOURNEY\nLead Multi-Hub Quality Strategy: Own the end-to-end quality framework and audit strategy across our BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned.\n\nExecute Continuous Improvement: Lead root-cause analyses to identify systemic process gaps, launching targeted improvement initiatives that directly boost customer satisfaction and SLA compliance.\n\nEstablish Closed-Loop Quality Frameworks: Feed quality audit insights directly back into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms to proactively address recurring performance gaps.\n\nDrive Regional Calibration & Consistency: Host structured, cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards across geographies\n\nPartner Cross-Functionally for Operational Scale: Collaborate closely with Regional Service Delivery Heads, Training leads, and external BPO operational managers to align operational priorities, resolve risks, and execute strategic regional initiatives.\n\nDrive Independent Data Extraction & Analysis: Leverage SQL to extract, query, and analyze raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality.\n\nWHAT YOU WILL BRING TO THE RIDE\n3 to 5 years of Quality Operations experience in fast-paced, tech-driven environments, ideally gained within service-driven environments (e.g., customer support, hospitality, or allied service sectors). Candidates with a background in managing operations where quality is heavily dependent on behavior-driven processes are also strongly encouraged to apply. Candidates must have a proven track record designing evaluation frameworks, running calibrations, and conducting root-cause analyses.\n\nLean Six Sigma Yellow or Green Belt certification or formal methodology training to independently execute process improvement projects and cycles are a must.\n\nClosed-loop quality vision and project management capability (PMP or equivalent appreciated) to manage multi-month initiatives and integrate QA insights directly into coaching mechanisms, recruitment profiling and training programs.\n\nVendor governance and risk modeling experience, with a background using leading indicators to spot quality defects before they impact customers and background auditing outsourced BPO performance.\n\nBilingual fluency in English and Spanish (C1/C2) to manage cross-border hubs, lead regional reviews, and align with global leadership (Portuguese proficiency is a strong plus).\n\nIndependent SQL proficiency with the ability to write standalone queries to extract, merge, and clean raw transaction and audit datasets without relying on data engineering.\n\nAt Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principleshere .\nHere 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.\nFeel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).\nSo, ready to take the wheel and make this the ride of your life?\nDelve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!","description_format":"text","description_chars":4806,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":false},{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Delivery","Online Groceries","Pharmacies"],"lifecycle":[{"event":"open","at":"2026-10-30T15:42:01Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":26,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/delivery-hero-continuous-improvement-quality-program-manager-marketplace-experience","json_url":"https://alion.io/job/delivery-hero-continuous-improvement-quality-program-manager-marketplace-experience.json","meta":{"generated_at":"2026-11-03T22:11:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":624,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3502},"rest":"https://alion.io/mcp/rest/get_company?id=3502"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdelivery-hero-continuous-improvement-quality-program-manager-marketplace-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdelivery-hero-continuous-improvement-quality-program-manager-marketplace-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdelivery-hero-continuous-improvement-quality-program-manager-marketplace-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/delivery-hero-continuous-improvement-quality-program-manager-marketplace-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdelivery-hero-continuous-improvement-quality-program-manager-marketplace-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3529826}},{"tool":"search_jobs","arguments":{"company":"deliveryhero.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3529826},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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