Vendor Quality Assurance Supervisor📣 Job Ad

About the Vendor Quality Assurance Supervisor Role

HungerStation, part of the Delivery Hero Group, is seeking a Vendor Quality Assurance Supervisor to join its team in Riyadh. This full-time position focuses on enhancing vendor performance and ensuring adherence to company standards within the vendor operations department. The role requires 2-5 years of relevant experience.

Purpose of the Role

The Vendor Quality Assurance Supervisor is responsible for overseeing and evaluating vendor interactions to ensure compliance with HungerStation's standards and policies. This role is critical in improving vendor satisfaction by identifying areas for enhancement, providing feedback to agents, and supporting continuous quality improvement across vendor operations.

Key Responsibilities

• Lead the quality monitoring framework for vendor interactions, aligning with quality standards and business objectives.
• Review and validate evaluations conducted by QA officers to ensure consistency and accuracy.
• Analyze performance trends and quality insights to identify systemic gaps and opportunities for improvement.
• Drive continuous improvement initiatives by translating quality findings into actionable recommendations and collaborating with relevant departments.
• Coach and guide QA officers to enhance their evaluation skills and effectiveness.
• Ensure regular calibration sessions are conducted to maintain evaluation integrity.
• Collaborate with the training team to refine programs based on identified performance gaps.
• Oversee the development and enhancement of quality frameworks and evaluation criteria.
• Ensure compliance with internal policies, regulatory requirements, and data privacy standards.
• Prepare and present weekly, monthly, and ad-hoc quality performance reports.
• Serve as the primary contact for quality-related escalations and ensure timely resolution.
• Support strategic initiatives related to vendor experience and service excellence.

Qualifications and Experience

• Bachelor Degree in a relevant field is required.
• 3-4 years of relevant experience in quality assurance or a related field.
• Strong communication and interpersonal skills, with the ability to provide clear, actionable feedback.
• High attention to detail and observation skills.
• Proficiency with CRM systems and call recording/evaluation tools.
• Good analytical and reporting skills.
• Excellent time management and organizational abilities.

Work Environment

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