Rider Quality Assistant Manager📣 إعلان

About the Rider Quality Assistant Manager Role

HungerStation, part of the Delivery Hero Group, is seeking a Rider Quality Assistant Manager to join its team in Riyadh. This full-time position focuses on maintaining and enhancing rider support standards, compliance, and performance quality to ensure agents meet operational KPIs and rider experience expectations.

Role Purpose and Context

The primary purpose of this role is to oversee and improve the quality of rider support operations. This involves ensuring that the rider support team consistently meets high standards of service, adheres to established processes, and contributes to a positive rider experience. The role is integral to the operational efficiency and quality assurance framework at HungerStation.

Key Responsibilities

• Lead and supervise quality assurance activities within the rider support team.
• Monitor and evaluate agent performance across voice and non-voice transactions using a quality monitoring system.
• Assess adherence to scripts, data accuracy, process consistency, and product knowledge.
• Analyze performance failures and develop action plans and preventive measures.
• Communicate quality assessment results and findings to management and stakeholders.
• Ensure compliance with monitoring sample size requirements for all team members, including new agents.
• Generate and deliver regular business intelligence and quality assurance reports.
• Review quality variations from metrics, identify problem areas, and collaborate with internal stakeholders to address issues and improve processes.
• Conduct calibration sessions with monitors and clients to ensure consistent quality assessments.
• Identify opportunities for process improvement and efficiency enhancements, collaborating with cross-functional teams to implement changes.
• Provide recommendations for training needs based on quality evaluations.
• Continuously review and update quality monitoring guidelines and score sheets.
• Provide guidance, coaching, and feedback to QA team members to improve performance.
• Develop and deliver training sessions to enhance agent quality performance.
• Foster a positive and collaborative work environment within the QA team and conduct regular team meetings.
• Follow all relevant policies, procedures, and processes to ensure work is carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices.
• Uphold a high-performance working environment and promote HungerStation's values.

Qualifications and Experience

• A Bachelor’s degree in Business Administration or a relevant field is required.
• Experience required: 5-10 years.
• Strong analytical and reporting skills.
• Proficiency in KPI monitoring and performance management.
• Strong communication skills.

Work Environment and Location

This is a full-time position based in Riyadh. HungerStation operates as part of the Delivery Hero Group, a global leader in local delivery platforms.