Rider Quality Assistant Manager HungerStation

Quality Assurance

• 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.

Process Improvement

• Identify opportunities for process improvement and efficiency enhancement.

• Collaborate with cross-functional teams to implement process changes and best practices.

• Provide recommendations for training needs based on quality evaluations.

• Continuously review and update quality monitoring guidelines and score sheets.

Team Management

• Provide guidance and support to the QA team members.

• Conduct regular coaching and feedback sessions to improve performance.

• Develop and deliver training sessions to enhance agents' quality performance.

• Foster a positive and collaborative work environment within the QA team.

• Conduct regular team meetings to discuss quality updates and address concerns.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.

• Uphold a high-performance working environment and promote HS s Values.