Rider Quality Assistant Manager

About the Company

HungerStation is part of the global Delivery Hero Group, a leading local delivery platform that operates in over 70 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero is publicly listed on the Frankfurt Stock Exchange and is included in the MDAX index. The company's core mission is to provide a fast, easy, and delightful delivery experience right to customers' doors.

Role Purpose

The Rider Quality Assistant Manager is tasked with preserving and improving rider support quality, compliance, and overall performance standards. This role ensures that agents achieve their operational KPIs and deliver excellent rider experiences by overseeing quality assurance and agent management activities within the rider support team.

Key Responsibilities

• Lead and oversee quality assurance activities for the team, including monitoring voice and non-voice interactions through a quality monitoring system.
• Evaluate agents' adherence to scripts, data accuracy, consistency in processes, and product knowledge.
• Analyze issues and potential risks, proposing action plans and preventive strategies.
• Share findings and progress reports with management and relevant stakeholders clearly and promptly.
• Ensure proper compliance with monitoring sample sizes for all team members, including new hires.
• Prepare and deliver consistent business intelligence and quality assurance reports.
• Identify and analyze quality metric variations to spot problem areas and collaborate with internal teams for improvements.
• Facilitate calibration sessions with monitors and clients to maintain assessment consistency.
• Spot opportunities to optimize processes and enhance operational efficiency through cross-team collaboration.
• Recommend specific training needs based on quality assessments and update quality monitoring frameworks regularly.
• Provide leadership and guidance to the quality assurance team, including coaching, feedback, and training to boost agent performance.
• Promote a positive, collaborative team environment and conduct regular meetings to discuss quality updates and challenges.
• Adhere strictly to all company policies, procedures, and standards to ensure operations are controlled and consistent.
• Support continuous improvement initiatives that enhance process effectiveness and uphold HungerStation’s values and high-performance culture.

Qualifications and Experience

• A bachelor's degree in Business Administration or a closely related field is mandatory.
• Between 4 to 6 years of relevant experience in operations, fleet management, logistics, or quality control.
• Proven skills in KPI monitoring, performance management, and detailed analytical reporting.
• Excellent communication skills to effectively liaise with various stakeholders.