Quality Assurance Senior Specialist

Job description

Works at Hungerstation, part of the Delivery Hero Group, to deliver a fast, easy door‑to‑door experience. Ensures seamless daily quality operations and prepares accurate reports. Monitors agent performance on voice and non‑voice transactions using a quality monitoring system. Analyzes performance failures and risks, creates action plans and preventive measures. Documents quality issues and proposes optimizations. Designs and updates score sheets for new and existing projects. Ensures SOP compliance for new and transferred agents, including sample size verification. Maintains accurate data entry and adherence to entry standards. Verifies quality benchmarks at individual and program levels and takes corrective actions. Conducts coaching and refresher sessions for agents. Logs in according to defined hours and follows login rules for full availability. Conducts calibration sessions with in‑house and BPO monitors. Follows all relevant policies and procedures in a controlled manner. Contributes to continuous process improvement and upholds a high‑performance work environment aligned with company values.

Requirements

• 2-4 years of relevant experience
• Bachelor’s degree in Business, Quality Management, or a related field

Skills