Quality Assurance Senior Specialist

HungerStation; Riyadh; Sur place; SAR 120 000 - 180 000; Plein temps

Résumé du poste

HungerStation in Riyadh is seeking a Quality Assurance professional to ensure seamless quality processes and daily operational excellence across the team.

You will monitor agent performance via our quality system, analyze results, and develop action plans to minimize risks and drive improvements.

The role includes designing score sheets, ensuring SOP adherence, and conducting coaching sessions to uphold HS standards.

Qualifications

• 2–4 years of relevant experience in quality assurance.
• Bachelor’s degree in business, quality management, or a related field.
• Experience with quality monitoring systems and SOP adherence.

Responsabilités

• Follow daily operational tasks to ensure seamless continuity of quality processes.
• Prepare reports related to quality assurance and performance metrics.
• Monitor and evaluate agent performance using a quality monitoring system.
• Analyze performance failures and set preventive action plans.
• Design, develop, and update score sheets for projects and programs.
• Conduct coaching sessions and calibrations with monitors.

Connaissances

Quality assurance

Data analysis

Coaching & mentoring

Process improvement

Formation

Bachelor's degree in business or quality management

Description du poste

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, ensuring they meet required standards, objectives, and goals.

Monitor and evaluate agent performance on both voice and non-voice transactions using a quality monitoring system, focusing on script adherence, data accuracy, process consistency, and product knowledge.

Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis. Communicate analysis results effectively to management and stakeholders.

Assess quality variations based on performance metrics and document quality-related issues, ensuring ongoing quality improvement by identifying areas for optimization.

Analyze project quality performance, factoring in agent performance, hours worked, and overall results to minimize performance variations.

Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements and actions at both individual and program levels.

Ensure adherence to SOPs for both new and transferred agents, including verifying required sample sizes, and that all data entered into the system is accurate, correct, and up to date. Maintain consistent adherence to defined entry standards and monitor and verify that quality benchmarks are consistently met on both individual and program levels, taking corrective actions when required.

Conduct coaching and refresher sessions with existing agents to keep them on track with SOP implementation.

Login according to defined hours and follow all login rules to ensure full availability during required periods.

Conduct calibration sessions with all in-house and BPO monitors, following all relevant policies, procedures, and processes for 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, upholding a high-performance working environment and promoting HS values.

Qualifications / Requirements

• 2–4 years of relevant experience in quality assurance.
• Bachelor’s degree in business, quality management, or a related field.