Vendor Quality Assurance Supervisor

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 133,920 - 200,880; Full time

Job summary

HungerStation | هنقرستيشن in Riyadh is seeking a Quality Assurance Supervisor to enhance vendor operations and ensure compliance with company standards. The role involves leading quality monitoring, analyzing performance trends, and collaborating with training teams to support operational improvements. Candidates should have a Bachelor's Degree and 3-4 years of relevant experience, along with strong communication and analytical skills. Join us in delivering exceptional vendor satisfaction and service excellence.

Qualifications

• 3–4 years of relevant experience.
• Ability to provide clear, actionable feedback.
• Good analytical and reporting abilities.

Responsibilities

• Lead quality monitoring for vendor interactions.
• Analyze performance trends and identify improvement opportunities.
• Collaborate with training to address behavioral gaps.

Skills

Strong communication and interpersonal skills

High attention to detail

Proficiency with CRM systems

Analyzing and reporting skills

Time management and organizational skills

Education

Bachelor Degree in a relevant field

Tools

CRM systems

Call recording/evaluation tools

Job description

Job 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 around 65 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.

Purpose

The Quality Assurance Supervisor in the vendor operations is responsible for monitoring and evaluating vendor interactions to ensure compliance with company standards and policies. This role plays a key part in enhancing vendor satisfaction by identifying areas for improvement, providing constructive feedback to agents, and supporting continuous quality enhancement across the vendor operations.

Key Responsibilities

• Lead and oversee the quality monitoring framework for inbound and outbound vendor interactions, ensuring alignment with established quality standards and business objectives.
• Review and validate call evaluations conducted by QA officers to ensure consistency, accuracy, and fairness across all assessments.
• Analyze performance trends and quality insights to identify systemic gaps, root causes, and opportunities for operational improvement.
• Drive continuous improvement initiatives by translating quality findings into actionable recommendations and partnering with Operations, Training, and other stakeholders for implementation.
• Coach and guide QA officers to enhance their evaluation skills, calibration accuracy, and overall effectiveness.
• Ensure regular calibration sessions are conducted and standardized across teams to maintain evaluation integrity.
• Collaborate with the training team to design and refine training programs based on identified behavioral and performance gaps.
• Oversee the development and continuous enhancement of quality frameworks, scorecards, and evaluation criteria in line with evolving business needs.
• Ensure full compliance with internal policies, regulatory requirements, and data privacy standards.
• Own and manage the preparation of weekly, monthly, and ad‑hoc quality performance reports, providing clear insights and executive summaries to stakeholders.
• Act as the main point of contact for quality‑related escalations and ensure timely resolution.
• Support strategic initiatives related to vendor experience, customer satisfaction, and overall service excellence.

Qualifications

• Strong communication and interpersonal skills with the ability to provide clear, actionable feedback.
• High attention to detail and observation skills.
• Proficiency with CRM systems and call recording/evaluation tools.
• Good analytical and reporting skills.
• Excellent time management and organizational abilities.

Knowledge And Experience

3–4 years of relevant experience.

Education and Certifications

Bachelor Degree in a relevant field is required.