Quality Assurance Senior Specialist
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Key skills for this role
About the Role
HungerStation is looking for a Quality Assurance Senior Specialist in Riyadh to monitor and evaluate agent performance, analyze quality metrics, and conduct coaching sessions. The role requires 2-4 years of relevant experience and a Bachelor's degree in business, quality management, or a related field.
Key Skills for This Role
Responsibilities
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes
- Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system
- Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis
- Assess quality variations based on performance metrics and document quality related issues
- Analyze project quality performance, factoring in agent performance, hours worked, and overall results
- Design, develop, and update score sheets for new and existing projects
- Ensure adherence to SOPs for both new and transferred agents
- Ensure all data entered into the system is accurate, correct, and up to date
- Monitor and verify that quality benchmarks are consistently met on both individual and program levels
- Conduct coaching / refreshing sessions to existing agents
- Conduct calibration sessions with all in house and BPO monitors
Requirements
- 2 – 4 years of relevant experience
- Bachelor’s degree in business, Quality Management, or relevant field
Full Job Posting
Company Overview
- Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform.
- Operates in around 65 countries worldwide, headquartered in Berlin, Germany.
Key Accountabilities and Activities Quality Assurance
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.
- Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics.
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system.
- Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis.
- Assess quality variations based on performance metrics and document quality related issues.
- Analyze project quality performance, factoring in agent performance, hours worked, and overall results.
- Design, develop, and update score sheets for new and existing projects.
- Ensure adherence to SOPs for both new and transferred agents.
- Ensure all data entered into the system is accurate, correct, and up to date.
- Monitor and verify that quality benchmarks are consistently met on both individual and program levels.
- Conduct coaching / refreshing sessions to existing agents.
- Conduct calibration sessions with all in house and BPO monitors.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work.
- Contribute to the identification of opportunities for continuous improvement of processes and practices.
- Uphold a high performance working environment and promote HS’s Values.
Qualifications/Requirements
- 2 – 4 years of relevant experience.
- Bachelor’s degree in business, Quality Management, or relevant field is required.
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