Quality Assurance Lead
Grab
Malaysia
5 hari yang lepas

We are Grabbing the job detail for you

Get to know our Team :

  • The Quality Assurance Lead drives the quality managements aspects across the Contact Center for all end users of Grab passenger and driver applications
  • Get to know the Role :

  • The Quality Assurance Lead is responsible for the cross-functional coordination of all quality assurance and customer experience improvement initiatives for both our in-
  • house teams as well our outsourced resources.

  • The Quality Assurance Lead shall be accountable for the development of Quality Analysts as well as the day-to-day management of quality monitoring and improvement initiatives for both our in-
  • house teams as well our outsourced resources.

  • The Quality Assurance Lead shall support Operations leadership by communicating performance opportunities, supplying status & performance reporting, and addressing quality issues with action plans created jointly with the operations team for both our in-
  • house teams as well our outsourced resources.

  • The Quality Assurance Lead is responsible to ensure quality performance metrics are aligned with expectations as detailed in the Statement of Work (SOW) and quality goals are met for both our in-
  • house teams as well our outsourced resources.

    The day-to-day activities :

  • Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
  • Understands business goals, identify performance gaps, and recommend solutions.
  • Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.
  • Provide data to Training Teams to close the loop on Total Quality management.
  • The must-haves :

  • Diploma / Degree in relevant discipline
  • COPC Certified, CIAC, Six Sigma or other industry-relevant certifications are advantageous
  • 3+ years recent experience managing direct reports
  • Working knowledge of quality monitoring
  • Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; the desire to take ownership of assigned work, take initiative and drive to results.
  • A good communicator versatile in both English and Malay
  • Get to know Grab :

    Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people.

    We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

    Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle.

    We recently launched our fintech platform GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-

    house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability.

    Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam.

    We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

    If you share our vision of driving South East Asia forward, apply to join our team today.

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