Quality Assurance Senior Specialist

About the Company

HungerStation operates as part of Delivery Hero, a global leader in local delivery services focused on making ordering fast, simple, and convenient. The group serves customers across roughly 65 countries and is based in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX index.

Role Overview

The Quality Assurance Senior Specialist is responsible for maintaining high standards across quality processes, monitoring agent performance, improving reporting accuracy, and supporting continuous service improvement. This role also involves coaching, calibration, compliance with SOPs, and close coordination with management and stakeholders.

Key Accountabilities

• Carry out daily operational activities to keep quality workflows running smoothly and without interruption.
• Prepare quality and performance reports in a timely and accurate manner, ensuring they align with required standards and objectives.
• Review agent performance across voice and non-voice work through a quality monitoring tool, with attention to script compliance, data precision, process consistency, and product knowledge.
• Study performance gaps and risk areas, then create weekly and monthly corrective and preventive action plans and share findings with managers and stakeholders.
• Track quality differences using performance indicators and record any quality concerns, while continuously identifying opportunities to improve outcomes.
• Evaluate project quality results by considering agent performance, working hours, and overall output to reduce variation.
• Create, revise, and maintain scorecards for both new and ongoing projects so they reflect current requirements and action points at individual and program levels.
• Make sure SOPs are followed for new and transferred agents, including proper sample-size verification.
• Ensure all system entries are accurate, current, and compliant with established input standards.
• Check that quality targets are achieved consistently at both individual and program levels and apply corrective measures when needed.
• Run coaching and refresher sessions for existing agents to help them correctly apply SOPs.
• Attend work according to the designated login schedule and observe all login rules to remain available during required hours.
• Participate in calibration sessions with in-house and BPO quality monitors.

Governance and Continuous Improvement

• Adhere to all relevant policies, procedures, and processes so work is completed in a controlled and consistent way.
• Support ongoing process and practice improvements that strengthen overall effectiveness.
• Help maintain a strong performance culture and reinforce HungerStation’s values.

Qualifications

This position requires a bachelor’s degree in business, Quality Management, or a related discipline, along with 2 to 4 years of relevant experience.

Additional Information

This is a full-time, onsite role based in Riyadh, Saudi Arabia. The posting does not specify salary, benefits, notice period, or number of openings.