Quality Assurance Senior Specialist

About the role

The Quality Assurance Senior Specialist ensures the smooth functioning of quality processes for Hungerstation, a Delivery Hero brand operating in Saudi Arabia. You will monitor agent performance, analyse data, and drive continuous improvement across voice and non‑voice interactions.

Key responsibilities

• Monitor and evaluate agent performance using a quality monitoring system, focusing on script adherence, data accuracy, process consistency and product knowledge.
• Prepare and deliver regular quality assurance and performance metric reports that meet internal standards.
• Analyse performance failures and risks, develop action plans and preventive measures on a weekly and monthly basis, and communicate findings to management.
• Design, develop and update score‑cards and SOPs for new and existing projects, ensuring correct sample sizes and data entry standards.
• Conduct coaching, calibration and refresher sessions for agents and monitors to maintain high quality benchmarks.

Required profile

• 2–4 years of relevant quality assurance experience, preferably in a call‑center or customer‑service environment.
• Bachelor’s degree in Business, Quality Management or a related field.
• Strong analytical skills with the ability to assess performance metrics, identify gaps and propose optimisation actions.