Quality Assurance Senior Specialist

Delivery Hero
Riyadh
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 2-4 yearsEducation: bachelorsSkills: ["Communication","Analysis","Stakeholder management"]

Ensure quality processes run smoothly by monitoring and evaluating agent performance across voice and non-voice transactions. Prepare accurate quality assurance and performance reports, analyze failures and risks, and implement preventive action plans. Maintain SOP compliance, verify data accuracy, update score sheets for projects, and run calibration and coaching sessions to keep individual and program quality benchmarks consistently met.

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Delivery Hero
Delivery Hero
2 months ago

Quality Assurance Senior Specialist

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Last checked: 3 hours agoStatus: Live

Job Summary

Ensure quality processes run smoothly by monitoring and evaluating agent performance across voice and non-voice transactions. Prepare accurate quality assurance and performance reports, analyze failures and risks, and implement preventive action plans. Maintain SOP compliance, verify data accuracy, update score sheets for projects, and run calibration and coaching sessions to keep individual and program quality benchmarks consistently met.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: QA, Test & Release Engineering
Seniority: Mid level

Key Responsibilities

  • •Follow daily operational tasks to ensure seamless continuity of quality processes.
  • •Monitor and evaluate agent performance using a quality monitoring system, focusing on script adherence, data accuracy, process consistency, and product knowledge.
  • •Analyze performance failures and potential risks, and set weekly/monthly action plans and preventive measures for management and stakeholders.
  • •Design, develop, and update score sheets for new and existing projects, reflecting updated requirements at individual and program levels.
  • •Ensure SOP adherence for new and transferred agents, including required sample sizes, and conduct calibration and coaching sessions.

Key Requirements

  • •2–4 years of relevant experience.
  • •Bachelor’s degree in business, Quality Management, or a relevant field.
  • •Ensure all system data is accurate, up to date, and follows defined entry standards.
  • •Monitor and verify that quality benchmarks are consistently met on both individual and program levels.
  • •Conduct calibration and coaching sessions to help agents implement SOPs.
Experience:2-4 years
Education:Bachelor's in Business, Quality Management, or relevant field
Skills:CommunicationAnalysisStakeholder management
Languages:English

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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