Quality Assurance Senior Specialist

About the role

Hungerstation is seeking a Quality Assurance Senior Specialist to ensure the highest standards of service delivery across voice and non‑voice channels. You will work closely with agents, managers and stakeholders to monitor performance, identify risks and drive continuous improvement.

Key responsibilities

• Execute daily QA operations, preparing accurate quality and performance reports.
• Monitor agent interactions for script adherence, data accuracy, process consistency and product knowledge.
• Analyze performance gaps, develop action plans and communicate findings to management.
• Design, update and maintain score‑cards and SOPs for new and existing projects.
• Conduct coaching, calibration and refresher sessions for agents and monitors.
• Ensure data entry accuracy and compliance with defined standards.
• Support governance by following policies, identifying improvement opportunities and promoting company values.

Required profile

• 2‑4 years of relevant quality assurance experience, preferably in a call‑center environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication skills for reporting to management and conducting training.

Required skills

What we offer

• Opportunity to work within a global delivery platform.
• Collaborative environment focused on continuous improvement.