Rider Quality Assistant Manager

চাকরির বিবরণ

HungerStation, part of the Delivery Hero Group, is hiring a Rider Quality Assistant Manager in Riyadh. The role maintains and improves rider support standards, compliance and performance quality, and ensures agents meet operational KPIs and rider experience expectations. It covers quality assurance monitoring, process improvement and coaching of the QA team.

দায়িত্ব

• 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.
• 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.
• 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.

যোগ্যতা

• 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
• Bachelor's degree in Business Administration or a relevant field

দক্ষতা

• Coaching
• KPI Monitoring
• Operations
• Performance Management
• Quality Assurance
• Reporting