Vendor Quality Assurance Supervisor

About the Company

HungerStation is part of Delivery Hero Group, a global local-delivery platform operating in about 65 countries. The group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is included in the MDAX index.

Role Summary

The Vendor Quality Assurance Supervisor oversees quality monitoring within vendor operations. The role focuses on checking vendor interactions against company standards, strengthening vendor satisfaction, and driving ongoing quality improvements through coaching, feedback, and cross-functional collaboration.

Key Responsibilities

• Manage the quality monitoring process for inbound and outbound vendor conversations, making sure it follows agreed quality benchmarks and business priorities.
• Check and confirm QA evaluations completed by officers to keep assessments consistent, accurate, and objective.
• Study performance patterns and quality data to uncover recurring issues, underlying causes, and process improvement opportunities.
• Turn quality findings into practical improvement actions and work with Operations, Training, and other teams to put them into practice.
• Coach QA officers so they can improve their evaluation methods, calibration accuracy, and overall effectiveness.
• Make sure calibration sessions are held regularly and standardized across teams to protect evaluation quality.
• Partner with the training team to build and improve training content based on behavioral and performance gaps.
• Develop and continuously refine quality frameworks, scorecards, and assessment criteria as business needs evolve.
• Maintain compliance with internal policies, regulatory obligations, and data privacy requirements.
• Prepare weekly, monthly, and ad-hoc quality reports, including clear insights and executive-level summaries for stakeholders.
• Serve as the primary contact for quality-related escalations and work to resolve them promptly.
• Contribute to initiatives aimed at improving vendor experience, customer satisfaction, and overall service quality.

Required Skills and Experience

• 3 to 4 years of relevant experience in quality assurance, vendor operations, or a related field.
• Excellent verbal and written communication skills with the ability to deliver constructive feedback effectively.
• Strong attention to detail and sharp observation skills.
• Hands-on experience with CRM platforms and call recording or evaluation tools.
• Solid analytical ability and reporting capability.
• Strong organizational skills and the ability to manage time well.
• Bachelor’s degree in a relevant discipline is mandatory.

Eligibility

This role is suitable for candidates with a bachelor’s degree and 3 to 4 years of relevant professional experience who can work onsite in Riyadh, Saudi Arabia.

Additional Information

No stipend or salary details were provided in the source.

No vacancies count, start date, or application deadline was specified.