About the role
Job Description
Purpose
To maintain and enhance rider support standards, compliance, and performance quality across the rider support and ensure agents meet operational KPIs, and rider experience expectations.
KEY ACCOUNTABILITIES AND ACTIVITIES
Quality Assurance
Lead and supervise the quality assurance activities within the team.
Monitor and evaluate agents' performance on the program level for voice and non-voice transactions using a quality monitoring system.
Assess script adherence, data accuracy, process consistency, and product knowledge.
Analyze failures and potential failures, and develop action plans and preventive measures.
Communicate results and findings to management and stakeholders.
Ensure compliance with monitoring sample sizes for all team members.
Verify and ensure adherence to sample size requirements for new agents.
Generate and deliver regular business intelligence & quality assurance reports.
Review and analyze quality variations from metrics and identify problem areas.
Collaborate with internal stakeholders to address quality-related issues and improve processes.
Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments.
Process Improvement
Identify opportunities for process improvement and efficiency enhancement.
Collaborate with cross-functional teams to implement process changes and best practices.
Provide recommendations for training needs based on quality evaluations.
Continuously review and update quality monitoring guidelines and score sheets.
Team Management
Provide guidance and support to the QA team members.
Conduct regular coaching and feedback sessions to improve performance.
Develop and deliver training sessions to enhance agents' quality performance.
Foster a positive and collaborative work environment within the QA team.
Conduct regular team meetings to discuss quality updates and address concerns.
Governance and Resilience
Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
Uphold a high-performance working environment and promote HS’s Values.
Qualifications
Knowledge and Experience
4–6 years of experience in operations, fleet management, logistics, or quality control.
Strong analytical and reporting skills
KPI monitoring and performance management
Strong communication skills
Education and Certifications
Bachelor’s degree in Business Administration or a relevant field is required.
Company Description
HungerStation is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Skills mentioned in this posting
- Quality Assurance
- Process Improvement
- Team Management
- Fleet Management
- Quality Control
- Performance Management
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