Quality Assurance Senior Specialist📣 Job Ad

About Delivery Hero SE and Hungerstation

Hungerstation operates as part of Delivery Hero SE, a global leader in local delivery platforms. With operations in approximately 65 countries worldwide and headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is a constituent of the MDAX stock market index. Our mission is to provide an exceptional, fast, and easy delivery experience directly to our customers' doors.

The Role: Quality Assurance Senior Specialist

We are seeking a Quality Assurance Senior Specialist to join our team in Riyadh. This full-time role focuses on ensuring the highest standards of quality across our operations, contributing to both quality assurance processes and governance resilience. The specialist will play a crucial part in maintaining seamless work continuity and optimizing performance metrics within a dynamic environment.

Key Responsibilities

• Execute daily operational tasks to ensure continuous and smooth functioning of quality processes.
• Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics, ensuring they meet required 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, setting action plans and preventive measures on a weekly and monthly basis, and communicating analysis results to management and stakeholders.
• Assess quality variations based on performance metrics, document quality-related issues, and identify areas for ongoing optimization and improvement.
• Analyze project quality performance, factoring in agent performance, hours worked, and overall results to minimize performance variations.
• Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements and actions at both individual and program levels.
• Ensure adherence to Standard Operating Procedures (SOPs) for both new and transferred agents, including verifying the required sample sizes.
• Verify that all data entered into the system is accurate, correct, and up to date, maintaining consistent adherence to defined entry standards.
• Monitor and verify that quality benchmarks are consistently met at both individual and program levels, implementing corrective actions when required.
• Conduct coaching and refreshing sessions for existing agents to ensure correct implementation of SOPs.
• Maintain full availability during required periods by adhering to defined login hours and rules.
• Conduct calibration sessions with all in-house and BPO monitors.

Qualifications and Experience

• A minimum of 0-1 years of relevant experience in quality assurance or a related field.

General Expectations

• Adhere to all relevant policies, procedures, and processes to ensure daily work is carried out in a controlled and consistent manner.
• Actively contribute to identifying opportunities for continuous improvement in processes and practices to enhance overall effectiveness.
• Uphold a high-performance working environment and promote Hungerstation's core values.

Work Type

This is a full-time position based in Riyadh, offering an opportunity to contribute to a dynamic global platform.