Vendor Quality Assistant Manager

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading food delivery platform in Riyadh is seeking an experienced candidate to manage vendor operations. Your role will include improving quality assurance processes, analyzing vendor service metrics, and identifying training needs. The ideal candidate has 4-6 years of relevant experience, strong critical thinking, and communication skills. A Bachelor's degree is required, while an MBA is preferred.

Qualifications

• 4 - 6 years of relevant experience.
• High communication and negotiation skills.
• High critical thinking and problem-solving skills.
• High scheduling and time management skills.

Responsibilities

• Improve Quality Control & Quality Assurance processes.
• Analyze vendor service metrics and operational touch points.
• Identify training and development needs within Vendor Operations.
• Conduct evaluations and provide feedback to teams.
• Create and execute training programs aligned with objectives.

Skills

Communication skills

Negotiation skills

Critical thinking

Problem solving

Scheduling

Time management

Education

Bachelor’s degree in a relevant field

Master’s degree in MBA (preferred)

Job description

Key Responsibilities:

• Improve Quality Control & Quality Assurance processes to deliver high-quality service to our vendors within the agreed SLA.
• Accompany evaluations with meaningful and constructive feedback to the cross-functional operating teams.
• Constantly on the lookout for process improvements that could result in efficiency gains, enhanced vendor experience, improved compliance, etc.
• Monitor and follow up on calibration sessions to maintain consistency in internal evaluations.
• Create, update, and maintain process SOPs and knowledge base systems for all vendor operations teams.
• Provide constant support to the Team members and leaders to improve their performance.
• Analyze all vendor service metrics (e.g. VSAT, Vendor NPS, and Onboarding NPS) and how each operational touch point performance affects those KPIs.
• Assist in capturing the essential voice of the vendor by designing the needed survey questionnaires for VSAT and NPS
• Maintain onboarding cycle time and monitor all onboarding stages to make sure that all of the stages follow the agreed SLA.
• Identify training and development needs within Vendor Operations through job analysis and regular consultation with business managers.
• Evaluate individual, organizational, and leadership development needs.
• Communicate with managers and interview employees at all levels to identify and assess process gaps.
• Work closely with various leaders across the organization to have a full understanding of their skill-based requirements.
• Create and execute learning immersive learning experiences and programs that are aligned with the organization's objectives and having a strong understanding of what these are.
• Assess the needs of Vendor Operations and then develop custom training programs that take place in classrooms or training facilities.
• Keep tracking all vendor operations’ SOPs and align any updates with all relevant stakeholders.
• Benchmark Vendor Operations practices among other entities and competitors
• Develop all surveys submitted to vendors and make sure they match
• Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
• Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.
• 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.

Requirements:

• 4 - 6 years of relevant experience.
• High communication and negotiation skills.
• High Critical thinking & Problem solving skills.
• High Scheduling and time management skills.
• Bachelor’s degree in a relevant field is required
• Master’s degree in MBA is preferred