- Lead the implementation and management of the Performance Excellence Program across multiple games, ensuring continuous improvement and high-quality player support.- Develop and maintain a comprehensive knowledge system for agents and supervisors, streamlining support processes.- Analyze low CSAT (Customer Satisfaction) scores and manage strategic actions to enhance customer satisfaction and overall experience.- Oversee the quality management system using MaestroQA, optimizing bot and agent performance through targeted evaluations.- Design and implement robust onboarding programs, setting clear performance targets and ensuring continuous development.- Define and monitor key performance indicators (KPIs) for operational excellence, driving improvements through consistent follow-up and tailored action plans.- Deliver specialized training for all new members of the Performance Excellence Central Team, ensuring alignment with organizational goals and service standards.

- Be responsible for all real-time operations processes, ensuring that they are consistent, compliant, and in line with Glovo standards (and customer expectations)- Lead & Coordinate an internal team to deploy new processes- Lead & Coordinate with the regional leads to ensure the maximum alignment and standardization in all countries and regions- Assure processes implementation by proper follow-up on quality audits- Define & manage the quality system at a global level- Assure the implementation and management of the Learning and Development system for the department- Assure a standard system of onboarding training for all agents and supervisors globally- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards- Organize and ensure all continuous training on the RTO team for efficiency and quality maximization- Monitor RTO agent's KPIs on efficiency at a global level- Create and manage projects at the global level

- Manage the quality system implemented in the department for WE- Provide insights on drivers of underperformance- Perform proactive analysis to identify gaps and opportunities for improvement- Analyze audit outcomes and carry out appropriate corrective procedures- Coordinate Quality Monitoring in-house and with providers ensuring proper calibration results between internal and providers audits- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards

- Monitoring of teams KPI’s and communication with different stakeholders and teams;- Responsible for teams efficiency on chat, phone and tickets supports;- Weekly meetings with Quality Team, Content Team, Regional Operations, and CommOps;- Point of contact between Support Team and operational teams and RCO spread over the country (courier teams, local operations, and restaurant account manager teams- Support to agents on implementation of individual projects for the proactive business improvement (supporting on the communication with stakeholders, projects KPIs and project efficiency)- Point of contact for improvement of Product, internal tools and EMEA process with communication with Operations Improvement of teams quality focusing on external and internal audits and improvement of regional and global processes

- Creation and implementation of key processes for partners onboarding and management- Creation of restaurant accounts - Restaurant onboarding- Analysis of partners usage and implementation of possible improvements in partners experience- Support to partners (eaters, couriers and restaurants)

- Management of tasks and goals allocated to the requirement of international standards implemented in the company: Quality Management (ISO 9001), Costumer Satisfaction (ISO1002), Information Security Management (ISO 27001), Environment (ISO 14001), Service Management (ISO 20000), Innovation (NP 4457) and Seal APCC (Portuguese Association of Contact Centers);-Reception and treatment of external costumer complaints and subsequent conduction ofsatisfaction surveys;- Review and improvement of the company’s processes;-Organization and management of company's documents;-Preparation of internal and external audits;