Quality Assurance Senior Specialist

About Hungerstation and Delivery Hero

Hungerstation, a proud member of the Delivery Hero Group, stands at the forefront of the global local delivery revolution. As part of this pioneering platform, our mission is to redefine convenience by delivering exceptional experiences—fast, seamless, and right to your doorstep. With operations spanning approximately 65 countries worldwide, Delivery Hero has established itself as a leader in the industry. Headquartered in Berlin, Germany, the company has been publicly listed on the Frankfurt Stock Exchange since 2017 and is a constituent of the MDAX stock market index. Join us in shaping the future of local delivery and contribute to an organization that values innovation, speed, and customer satisfaction.

Key Responsibilities

As a Quality Assurance Senior Specialist at Hungerstation, you will play a pivotal role in maintaining and enhancing the quality of our operational processes. Your responsibilities will encompass a broad spectrum of quality assurance activities designed to ensure seamless service delivery and adherence to the highest standards. Below are the core accountabilities and activities associated with this role:

Quality Assurance

• Operational Excellence: Oversee daily operational tasks to guarantee the continuity and efficiency of quality processes. Ensure that all workflows are executed in a manner that aligns with organizational objectives and industry best practices.
• Reporting and Analysis: Contribute to the timely and accurate preparation of quality assurance and performance metric reports. Ensure these reports meet the required standards, objectives, and goals, providing actionable insights for decision-making.
• Performance Monitoring: Evaluate agent performance on both voice and non-voice transactions using a robust quality monitoring system. Focus on critical areas such as script adherence, data accuracy, process consistency, and product knowledge to identify strengths and areas for improvement.
• Risk Assessment and Mitigation: Analyze performance failures and potential risks on a weekly and monthly basis. Develop and implement action plans and preventive measures to address identified issues, and communicate findings effectively to management and stakeholders.
• Quality Improvement Initiatives: Assess quality variations based on performance metrics and document quality-related issues. Identify opportunities for optimization and drive continuous improvement initiatives to enhance overall quality standards.
• Project Performance Analysis: Evaluate project quality performance by considering factors such as agent performance, hours worked, and overall results. Minimize performance variations through data-driven insights and targeted interventions.
• Score Sheet Development: Design, develop, and update score sheets for both new and existing projects. Ensure these score sheets reflect updated requirements and actions at both individual and program levels, facilitating accurate performance evaluation.
• Standard Operating Procedures (SOPs): Ensure strict adherence to SOPs for new and transferred agents, including verification of required sample sizes. Maintain consistency in process execution and data integrity.
• Data Accuracy and Integrity: Guarantee that all data entered into the system is accurate, correct, and up to date. Maintain adherence to defined entry standards and ensure data integrity across all platforms.
• Quality Benchmarking: Monitor and verify that quality benchmarks are consistently met at both individual and program levels. Take corrective actions when necessary to uphold performance standards.
• Coaching and Training: Conduct coaching and refreshing sessions for existing agents to ensure they remain aligned with SOPs and organizational goals. Foster a culture of continuous learning and development.
• Calibration Sessions: Organize and conduct calibration sessions with in-house and BPO monitors to ensure consistency in quality assessment practices and alignment with organizational standards.

Governance and Resilience

• Policy Adherence: Follow all relevant policies, procedures, and processes to ensure that daily work is carried out in a controlled and consistent manner, minimizing risks and enhancing operational resilience.
• Process Improvement: Identify opportunities for continuous improvement of processes and practices to enhance effectiveness, efficiency, and overall performance.
• Cultural Advocacy: Uphold a high-performance working environment and actively promote Hungerstation’s core values, fostering a culture of excellence, collaboration, and innovation.

Qualifications and Requirements

To excel in this role, you will need the following qualifications and experience:

• Professional Experience: A minimum of 2 to 4 years of relevant experience in quality assurance, preferably within a fast-paced operational environment.
• Educational Background: A Bachelor’s degree in Business Administration, Quality Management, or a related field is required. Additional certifications in quality management or process improvement will be considered an advantage.

If you are passionate about driving quality excellence and eager to contribute to a dynamic and innovative organization, we invite you to apply for the Quality Assurance Senior Specialist position at Hungerstation. Join us in our mission to deliver an unparalleled experience to our customers and stakeholders alike.