Quality Assurance Senior Specialist📣 Job Ad

About HungerStation and the Role

HungerStation, a key part of the Delivery Hero Group, is seeking a Quality Assurance Senior Specialist to join its team in Riyadh, Saudi Arabia. Delivery Hero is a pioneering local delivery platform operating in approximately 65 countries worldwide, headquartered in Berlin, Germany. This full-time role is central to maintaining and enhancing the quality of service delivery within HungerStation's operations.

Role Purpose and Contribution

The Quality Assurance Senior Specialist is responsible for ensuring the seamless continuity and smooth functioning of quality processes across operational tasks. This role involves monitoring agent performance, analyzing quality metrics, and implementing improvements to uphold service standards. The specialist will contribute significantly to maintaining high operational quality and supporting continuous enhancement initiatives.

Key Responsibilities: Quality Assurance Operations

• Execute daily operational tasks to ensure seamless work continuity and smooth functioning of quality processes.
• Prepare timely and accurate reports related to quality assurance and performance metrics, ensuring they meet defined standards and objectives.
• Monitor and evaluate agent performance on both voice and non-voice transactions using a quality monitoring system, focusing on script adherence, data accuracy, process consistency, and product knowledge.
• Analyze performance failures and potential risks, developing weekly and monthly action plans and preventive measures. Communicate analysis results to management and stakeholders.
• Assess quality variations based on performance metrics, document quality-related issues, and identify areas for ongoing optimization.
• Analyze project quality performance, considering agent performance, hours worked, and overall results to minimize variations.
• Design, develop, and update score sheets for new and existing projects, reflecting current requirements at individual and program levels.
• Ensure adherence to Standard Operating Procedures (SOPs) for new and transferred agents, including verifying required sample sizes.
• Maintain accuracy, correctness, and currency of all system data, adhering to defined entry standards.
• Monitor and verify consistent achievement of quality benchmarks at both individual and program levels, implementing corrective actions as needed.
• Conduct coaching and refreshing sessions for existing agents to ensure correct implementation of SOPs.
• Facilitate calibration sessions with all in-house and Business Process Outsourcing (BPO) monitors.

Key Responsibilities: Governance and Process Improvement

• Adhere to all relevant policies, procedures, and processes to ensure daily work is carried out in a controlled and consistent manner.
• Identify opportunities for continuous improvement of processes and practices to enhance overall effectiveness.
• Contribute to upholding a high-performance working environment and promoting HungerStation’s values.

Qualifications and Experience

• A Bachelor’s degree in Business, Quality Management, or a relevant field is required.
• Between 5 to 10 years of professional experience in Quality Assurance or a related field.

Application Information

This full-time position offers an opportunity to contribute to a leading delivery platform in Riyadh. Salary details will be discussed during the interview process.