Quality Analyst For Glovo Customer Support

Tbilisi, Georgia (Hybrid)

QUALITY ANALYST – JOB DESCRIPTION

PURPOSE OF THE ROLE
To monitor and improve the quality performance of assigned projects in line with
company standards, ensure service quality consistency, identify training needs, provide
training when necessary, and support operational KPIs. The Quality Analyst also
performs regular audits, provides improvement recommendations, and supports
operations by taking calls when required.
DUTIES AND RESPONSIBILITIES
Quality Monitoring & Evaluation
1. Conduct service quality evaluations for customer representatives and share
findings, analysis, and improvement recommendations with the operations team.
2. Review evaluations completed by team leaders to ensure scoring consistency.
3. Participate in customer meetings and calibration sessions to align quality
expectations.
4. Perform regular audits based on project-specific risk areas.
Reporting & Process Improvement
5. Create and follow up action tickets for critical, major, and repetitive errors.
6. Provide suggestions that support operational KPIs.
7. Support the preparation of operational reports when needed.
8. Provide timely reports to corporate clients when assigned.
Training & Development
9. Identify training needs based on evaluation results and deliver refresh sessions
when required.
10. Track post-training performance and plan additional development activities as
needed.
11. Prepare or update training materials and e-learning content related to quality
standards and processes.
12.Complete all assigned e-learning modules, exams, and activities by deadlines.
13. Support onboarding and orientation processes by providing quality-related
training.
Operational Support
14. Take calls when assigned by the manager to support ongoing operations.
15. Work from different locations if required.
Communication & Collaboration
16. Share quality-related insights, findings, and actions with managers and business
partners.
17. Provide guidance and coaching to new employees regarding quality expectations
and processes.
INFORMATION SECURITY RESPONSIBILITIES
1. Adhere to Information Security Policies and confidentiality guidelines.
2. Keep all passwords confidential and never share them.
3. Protect company data and avoid disclosure to unauthorized parties.
4. Report potential information security risks or incidents promptly.
OCCUPATIONAL HEALTH & SAFETY RESPONSIBILITIES
1. Report any health or safety risks to the supervisor immediately.
2. Participate in Occupational Health and Safety trainings.
3. Follow all workplace safety rules and procedures.
4. Use personal protective equipment properly when required.
5. Report workplace accidents to the supervisor.
6. Comply with emergency procedures and cooperate with emergency response
teams.
7. Collaborate with managers and safety teams to maintain a safe work
environment.
DATA PROTECTION / GDPR RESPONSIBILITIES
1. Follow Personal Data Protection and Processing Policies.
2. Use personal data strictly for job-related purposes.
3. Avoid processing unnecessary or irrelevant personal data.
4. Forward data subject requests (access, deletion, etc.) to the manager promptly.
5. Promote data protection awareness within the team when applicable.
CUSTOMER SATİSFACTİON RESPONSIBILITIES
1. Handle customer complaints fairly, objectively, and in a timely manner.
2. Maintain confidentiality of all customer information.
3. Follow up on complaints until full customer satisfaction is achieved.
4. Take customer feedback into account in related processes.
5. Recommend corrective actions for nonconforming services.
6. Support continuous improvement of quality processes.
7. Track corrective and preventive action implementation.
COMPETENCIES
• Customer Orientation
• Teamwork
• Responsibility
• Flexibility
• Quality & Process Focus
• Follow-up & Control
• Result Orientation
• Analytical Thinking & Decision Making
• Willingness to Learn and Improve
• Understanding of operational KPIs
• Ability to travel when required


Quality Analyst For Glovo Customer Support

Job description

Quality Analyst For Glovo Customer Support

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