Rider Quality Assistant Manager

About the Company

HungerStation operates under the Delivery Hero Group, a global local-delivery platform serving more than 70 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 Purpose

This position is focused on strengthening rider support quality by improving compliance, service standards, and overall performance. The role ensures that support agents consistently meet operational KPIs and deliver the rider experience expected by the business.

Quality Assurance

• Oversee and coordinate quality assurance work across the team.
• Track and assess agent performance at program level for both voice and non-voice interactions through the QA monitoring process.
• Check adherence to scripts, accuracy of data handling, consistency of process execution, and depth of product knowledge.
• Identify defects, recurring issues, and possible risks, then design corrective and preventive actions.
• Share review outcomes and insights with leadership and other stakeholders.
• Confirm that sample-size requirements are met for every team member.
• Make sure newly joined agents receive the required monitoring sample coverage.
• Prepare and circulate recurring BI and QA reports.
• Study quality trends, spot variances in metrics, and highlight problem areas.
• Work with internal teams to resolve quality gaps and improve workflows.
• Run calibration meetings with monitors and clients to keep evaluation standards aligned.

Process Improvement

• Look for opportunities to improve processes and raise operational efficiency.
• Partner with cross-functional teams to roll out process updates and best practices.
• Recommend training interventions based on findings from quality reviews.
• Keep monitoring guidelines and scorecards under regular review and update them when needed.

Team Management

• Guide and support members of the QA team.
• Hold regular coaching and feedback discussions to improve individual performance.
• Design and deliver training sessions that improve agent quality outcomes.
• Build a supportive and collaborative environment within the QA function.
• Conduct team meetings regularly to communicate updates and resolve concerns.

Governance and Resilience

• Carry out daily work in line with relevant policies, procedures, and controls to ensure consistency.
• Help identify opportunities to continuously improve processes and working practices.
• Support a high-performance culture and reflect HungerStation’s values in day-to-day work.

Qualifications

• Experience of 4 to 6 years in operations, fleet management, logistics, or quality control.
• Strong capability in analysis and reporting.
• Experience with KPI tracking and performance management.
• Well-developed communication skills.

Education

A bachelor’s degree in Business Administration or a related discipline is required.