Rider Quality Assistant Manager
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Key skills for this role
About the Role
HungerStation seeks a Rider Quality Assistant Manager to lead quality assurance for rider support, ensuring agents meet KPIs and rider experience expectations. The role involves monitoring performance, analyzing failures, conducting calibrations, and driving process improvements.
Key Skills for This Role
Responsibilities
- Lead and supervise the quality assurance activities within the team
- Monitor and evaluate agents' performance on the program level for voice and non voice transactions using a quality monitoring system
- Assess script adherence, data accuracy, process consistency, and product knowledge
- Analyze failures and potential failures, and develop action plans and preventive measures
- Communicate results and findings to management and stakeholders
- Ensure compliance with monitoring sample sizes for all team members
- Generate and deliver regular business intelligence & quality assurance reports
- Review and analyze quality variations from metrics and identify problem areas
- Collaborate with internal stakeholders to address quality related issues and improve processes
- Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments
- Identify opportunities for process improvement and efficiency enhancement
- Provide guidance and support to the QA team members
Requirements
- 4–6 years of experience in operations, fleet management, logistics, or quality control
- Strong analytical and reporting skills
- KPI monitoring and performance management
- Strong communication skills
- Bachelor’s degree in Business Administration or a relevant field
Full Job Posting
Purpose
- To maintain and enhance rider support standards, compliance, and performance quality across the rider support and ensure agents meet operational KPIs, and rider experience expectations.
Key Accountabilities and Activities
- Lead and supervise the quality assurance activities within the team.
- Monitor and evaluate agents' performance on the program level for voice and non voice transactions using a quality monitoring system.
- Assess script adherence, data accuracy, process consistency, and product knowledge.
- Analyze failures and potential failures, and develop action plans and preventive measures.
- Communicate results and findings to management and stakeholders.
- Ensure compliance with monitoring sample sizes for all team members.
- Verify and ensure adherence to sample size requirements for new agents.
- Generate and deliver regular business intelligence & quality assurance reports.
- Review and analyze quality variations from metrics and identify problem areas.
- Collaborate with internal stakeholders to address quality related issues and improve processes.
- Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments.
- Identify opportunities for process improvement and efficiency enhancement.
Qualifications
- 4–6 years of experience in operations, fleet management, logistics, or quality control.
- Strong analytical and reporting skills.
- KPI monitoring and performance management.
- Strong communication skills.
- Bachelor’s degree in Business Administration or a relevant field is required.
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