HungerStation, part of Delivery Hero Group — the world’s pioneering local delivery platform operating across 65 countries worldwide and listed on the Frankfurt Stock Exchange — is hiring a Senior Quality Specialist based in Riyadh, Saudi Arabia. This key quality assurance role is responsible for monitoring and evaluating agent performance across voice and non-voice transactions, maintaining SOP adherence, analyzing quality variations, designing score sheets, conducting coaching sessions, and driving continuous improvement across HungerStation’s operations in the Kingdom.
About HungerStation — Delivery Hero’s KSA Platform
Company: HungerStation — Part of Delivery Hero Group, the world’s pioneering local delivery platform
Global Reach: Delivery Hero operates in around 65 countries worldwide — headquartered in Berlin, Germany
Stock Listed: Delivery Hero listed on Frankfurt Stock Exchange since 2017 — part of the MDAX index
Mission: Deliver an amazing experience — fast, easy, and to your door
QA Scope: Voice and non-voice transaction monitoring, agent performance evaluation, SOP compliance, and calibration
Why Join HungerStation as Senior Quality Specialist in Riyadh?
Global Tech Company: Work within one of the world’s most recognised food delivery and tech platforms at its Saudi Arabia operations
Quality Leadership: Lead agent performance monitoring, calibration sessions, coaching, and continuous improvement across voice and non-voice operations
Data-Driven Role: Apply performance analytics, quality metrics, and action planning to drive measurable quality improvements
Career Growth: Be part of a high-performance culture within a globally listed, fast-growing tech and delivery group with genuine career progression
Position Overview
The Senior Quality Specialist at HungerStation Riyadh is responsible for ensuring seamless quality assurance operations across the organisation’s voice and non-voice customer service transactions. This analytically driven role covers daily QA monitoring, agent performance evaluation, quality score sheet design, SOP adherence verification, performance failure analysis, action plan development, coaching and calibration sessions, and accurate system data management. Working within HungerStation’s governance and continuous improvement framework, the Senior Quality Specialist plays a vital role in upholding the quality benchmarks that define HungerStation’s customer experience across Saudi Arabia.
Why This Role Matters: As Senior Quality Specialist at HungerStation Riyadh, you are the backbone of the organisation’s commitment to delivering an amazing customer experience every time. Your monitoring, analysis, coaching, and calibration work directly raises the performance of every agent interacting with HungerStation’s Saudi customers — ensuring script adherence, data accuracy, SOP consistency, and product knowledge are consistently upheld. In a company that prides itself on speed, ease, and customer satisfaction, your quality expertise genuinely shapes the experience millions of Saudi consumers have every day.
Key Responsibilities
Quality Assurance Monitoring & Agent Performance Evaluation
- Monitor and evaluate agent performance across both voice and non-voice transactions using a quality monitoring system — focusing on script adherence, data accuracy, process consistency, and product knowledge
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of all quality processes across HungerStation’s Riyadh operations
- Monitor and verify that quality benchmarks are consistently met on both individual and program levels — taking corrective actions promptly whenever performance deviations are identified
- Ensure all data entered into the system is accurate, correct, and up to date — maintaining consistent adherence to defined data entry standards at all times
Performance Analysis, Action Planning & Reporting
- Analyze performance failures and potential quality risks, setting targeted action plans and preventive measures on a weekly and monthly basis to address identified issues
- Communicate analysis results effectively to management and stakeholders — ensuring insights are clear, actionable, and aligned with organisational quality objectives
- Assess quality variations based on performance metrics and document quality-related issues accurately — ensuring ongoing quality improvement by identifying areas for optimisation
- Contribute to the timely and accurate preparation of quality assurance reports and performance metrics — ensuring all reports meet required standards, objectives, and goals
Score Sheet Design, SOP Adherence & Calibration
- Design, develop, and update quality score sheets for new and existing projects — ensuring they reflect updated requirements, actions, and standards at both individual and programme levels
- Ensure adherence to SOPs for both new and transferred agents, including verifying required sample sizes are consistently met across all monitoring activities
- Conduct regular calibration sessions with all in-house and BPO monitors to ensure consistent quality standards and evaluation approaches across all teams
- Analyze project quality performance factoring in agent performance, hours worked, and overall results to minimise performance variations across the operation
Coaching, Training & Continuous Improvement
- Conduct coaching and refresher sessions with existing agents to ensure they are correctly implementing SOPs and maintaining the required quality and performance standards
- Contribute to the identification of opportunities for continuous improvement of quality processes and practices to enhance operational effectiveness across HungerStation
- Follow all relevant policies, procedures, and processes to ensure daily quality work is carried out in a controlled, consistent, and compliant manner
- Uphold a high-performance working environment and actively promote HungerStation’s values across all quality and operational activities
Qualifications & Requirements
Educational Requirements
- Bachelor’s degree in Business Administration, Quality Management, or a directly related field — required for this Senior Quality Specialist role
Experience Requirements
- 2 to 4 years of relevant experience in quality assurance, quality monitoring, or a related operations quality role
- Practical experience monitoring voice and non-voice agent transactions, evaluating performance metrics, and implementing corrective action plans
Essential Skills
- Strong analytical mindset — able to assess quality data, identify performance trends, develop action plans, and communicate findings clearly to management and stakeholders
- Excellent attention to detail in score sheet design, SOP verification, data accuracy management, and performance report preparation
- Good coaching and communication skills — able to conduct effective calibration sessions, refresher training, and one-on-one agent coaching
- Proactive, process-driven approach to continuous improvement — consistently identifying optimisation opportunities within quality assurance workflows
About HungerStation & Delivery Hero Group
HungerStation is the Kingdom of Saudi Arabia’s leading food delivery platform and a proud part of Delivery Hero Group — the world’s pioneering local delivery platform operating in around 65 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. With a mission to deliver an amazing experience — fast, easy, and to your door — HungerStation is at the forefront of Saudi Arabia’s rapidly growing food tech and delivery sector, offering exciting career opportunities for quality-focused professionals looking to grow within a globally recognised technology company.
Career Excellence: Join HungerStation in Riyadh and become a key part of the quality team that drives the customer experience behind one of the world’s leading food delivery platforms — operating at a truly global scale.
Who Should Apply?
- QA Specialists: With 2–4 years of quality assurance monitoring experience in contact centres, food delivery, e-commerce, or technology operations in Saudi Arabia or the GCC
- Agent Performance Evaluators: With hands-on voice and non-voice transaction monitoring experience and strong performance data analysis and reporting skills
- Quality Analysts: With SOP compliance monitoring, score sheet design, calibration session facilitation, and continuous improvement experience in a fast-paced operations environment
- Business or Quality Management Graduates: With 2+ years of relevant QA experience and a data-driven approach to performance improvement in customer service or digital operations
- Coaching-Oriented QA Professionals: Who enjoy developing agents, conducting refresher training, and building a quality-first culture within a globally connected technology company in Riyadh
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