Training & Quality Assurance Manager

2 weeks ago

Petaling Jaya, Selangor, Malaysia Grab Full time

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

  • As a member of our GrabFamily, not only will your skillsets be capitalized but you will also develop your untapped potential and be inspired with some of the most amazing minds in the industry.
  • Our team consists of young but experienced individuals who are tenacious and energized by the fact that we exist to make a change - a change that has made a societal impact in Southeast Asia.

Get to Know the Role

  • As a Training & Quality Assurance Manager, you will partner with teams to promote quality assurance and quality improvement projects through audit management, data-based insights, training implementations and performance metrics management.
  • You will report to the Head of Grab Support, Malaysia & Singapore and be based in Petaling Jaya, working onsite.

The Critical Tasks You Will Perform

  • You will manage all quality assurance initiatives across Grab Support operations (including BPO vendors) in Malaysia & Singapore.
  • You will ensure quality performance metrics are aligned with business expectations and that quality metrics are met.
  • You will develop and implement training programs focused on enhancing soft skills, customer handling, and overall service quality.
  • You will lead the analysis of data related to training and quality to provide relevant recommendations to guide continuous improvements in customer service.
  • You will partner with GS Operations Managers to develop strategies that address issues related to customer satisfaction.
  • You will manage a team of training and quality analysts to lead the performance metrics and improvement goals.
  • You will explore and incorporate recommendations that use Artificial Intelligence (AI) to improve service delivery and quality.
  • You will engage with consumers to understand their issues, offer solutions, and work with country business teams to improve SOPs and address root causes using industry best practices.
Qualifications

What Essential Skills You Will Need

  • You have 6+ years of experience in the Quality Assurance space.
  • You have experience in a contact center environment and the customer service/customer experience industry.
  • You have expertise in implementing training and quality strategies.
  • You have an understanding of Quality Management Systems and Learning Management Systems.
  • You have proficiency in data analysis, including tools like Power BI, with the ability to develop and implement strategies based on data insights.
  • You have COPC knowledge/certification, which is advantageous but not mandatory.
Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

  • We have your back with Term Life Insurance and comprehensive Medical Insurance.
  • With GrabFlex, create a benefits package that suits your needs and aspirations.
  • Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave.
  • We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
  • Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

#J-18808-Ljbffr

  • Training & Quality Assurance Manager

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia GrabTaxi Holdings Pte. Ltd. Full time

    About Grab and Our WorkplaceGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of...

  • Training and Quality Excellence Manager

    14 hours ago

    Petaling Jaya, Selangor, Malaysia Grab Full time

    About UsWe are GrabTaxi Holdings Pte. Ltd., a leading superapp in Southeast Asia. Our mission is to drive economic empowerment with heart, hunger, honor, and humility. We strive to make a societal impact in Southeast Asia by leveraging technology and AI.Your OpportunityAs a Training & Quality Assurance Manager, you will be responsible for promoting quality...

  • Quality Assurance Manager

    7 days ago

    Petaling Jaya, Selangor, Malaysia EJA Sdn Bhd Full time

    About the JobWe are seeking a highly motivated Quality Assurance Manager to join our team at EJA Sdn Bhd.In this role, you will be responsible for ensuring the company's adherence to regulatory requirements and industry standards.You will work closely with our quality assurance team to:Develop and implement quality policies.Conduct regular audits to identify...

  • Quality Assurance Manager

    5 days ago

    Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Manager to lead our customer service operations and drive process improvements. As a key member of our team, you will be responsible for ensuring the highest level of quality in our services.The ideal candidate will have a strong background in quality assurance, customer service, and process...

  • Senior Quality Assurance Manager

    6 days ago

    Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    Job OverviewWe are seeking an experienced Senior Quality Assurance Manager to lead our QA team in delivering world-class support experiences for our clients.Key ResponsibilitiesDevelop and implement quality assurance strategies across programs, driving continuous improvement and excellence in operations.Lead cross-functional teams to design and deliver...

  • Quality Assurance Specialist

    14 hours ago

    Petaling Jaya, Selangor, Malaysia Grab Full time

    About GrabAs a leading superapp in Southeast Asia, Grab empowers everyone with heart, hunger, honor, and humility. Our purpose gives us joy, while harnessing the power of technology and AI drives our mission forward.The RoleYou will partner with teams to promote quality assurance and improvement projects through audit management, data-based insights,...

  • Quality Assurance Lead

    2 days ago

    Petaling Jaya, Selangor, Malaysia DKSH Group Full time

    Position DescriptionThe Quality Assurance Lead will be responsible for managing departmental operating budgets and costs, ensuring efficient usage of resources.Main ResponsibilitiesDevelop and conduct quality management trainings to enhance employees' awareness of quality.Support the Head of Regulatory Affairs and the Senior Managers of Quality Assurance,...

  • Engineering Quality Assurance Specialist

    2 days ago

    Petaling Jaya, Selangor, Malaysia ManpowerGroup Malaysia Full time

    **Job Description**Job SummaryWe are looking for a highly skilled Engineering Quality Assurance Specialist to join our team. As an Engineering Quality Assurance Specialist, you will be responsible for ensuring the quality and integrity of our engineering activities, including training, standardization, and technical support.Key ResponsibilitiesQuality...

  • Quality Assurance Manager

    3 days ago

    Petaling Jaya, Selangor, Malaysia DKSH Group Full time

    About the RoleWe are seeking a highly skilled Regulatory Compliance Specialist to join our team at DKSH Group. As a key member of our Regulatory Affairs department, you will be responsible for ensuring that our business operations are compliant with all relevant regulations.Your key responsibilities will include managing local implementation of company...

  • Quality Assurance Manager

    1 week ago

    Petaling Jaya, Selangor, Malaysia DKSH Group Full time

    Job OverviewThis role involves managing the implementation of regulatory affairs' policies, procedures and standards to ensure alignment to global DKSH quality policy and local/international quality standards.Main ResponsibilitiesManage the development and maintenance of quality assurance systems, including quality checklists, supporting tools and...

  • Quality Assurance Manager

    6 days ago

    Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    Job SummaryThe Quality Assurance Supervisor will oversee the management of quality staff, ensuring timely and effective implementation of policies, procedures, and maintaining a system of quality and reliability testing for products and development processes. This role reports directly to the QA Manager.

  • Quality Assurance Manager

    6 days ago

    Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    QualificationsRequirementsExperience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)Proven track record of collaborating with...

  • Quality Assurance Manager

    6 days ago

    Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    About UsTeleperformance is a global leader in digital customer experience management.Job SummaryWe are looking for a skilled Quality Assurance Manager to lead our QA team in KL/PJ site. The ideal candidate will have experience in managing quality in Business Process Outsourcing or Contact Centres and will be responsible for driving continuous improvement...

  • Quality Assurance Manager

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia Eli Lilly and Company Full time

    About the TeamWe are a dynamic and collaborative team at Eli Lilly and Company, and we are seeking a Quality Assurance Manager - Asia Pacific to join us. In this role, you will be responsible for managing the quality assurance functions for our Asia Pacific region, including product complaint management, process improvement, and compliance.Key...

  • Quality Assurance Analyst

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia Agensi Pekerjaan JobScoper Sdn. Bhd. Full time

    Agensi Pekerjaan JobScoper Sdn. Bhd. is seeking a highly skilled Quality Assurance Analyst to join our team in Thailand.The ideal candidate will be fluent in Malay and English, with a minimum of 1 year of Quality Analyst experience.Responsibilities include conducting evaluations to identify areas for improvement, sharing feedback with agents, conducting...

  • Quality Assurance Specialist

    3 days ago

    Petaling Jaya, Selangor, Malaysia GAMUDA Full time

    Job OverviewThe Quality and Assurance Specialist provides critical support to Australian projects within ACC from the Kuala Lumpur Gamuda Hub. As a vital member of the project team, this role plays a key part in ensuring quality and completions assurance is delivered efficiently.About the RoleWe are seeking a highly skilled and experienced professional to...

  • Quality Assurance Manager

    1 week ago

    Petaling Jaya, Selangor, Malaysia Sovereign's Capital Full time

    The Quality Assurance Manager at Sovereign's Capital is responsible for overseeing the quality of users on our platform. This critical role ensures that each interaction is smooth and consistent, leveraging insights from user behavior and data analysis to foster a positive experience for everyone involved with Sovereign's Capital.You will work closely with...

  • Quality Assurance Lead

    1 week ago

    Petaling Jaya, Selangor, Malaysia The Arnott's Group Full time

    Job OverviewWe are seeking a highly skilled and experienced Quality Assurance Lead to join our team at The Arnott's Group. This is an exciting opportunity for a motivated individual to lead the site-Wide Food Safety and Quality Assurance System, ensuring compliance with external accreditation requirements and identifying new opportunities to support Business...

  • Senior Quality Assurance Specialist

    7 days ago

    Petaling Jaya, Selangor, Malaysia GAMUDA Full time

    Job OverviewThe Senior Quality Assurance Specialist will provide quality assurance support to Australian projects within the Gamuda Group from the Kuala Lumpur hub.Key ResponsibilitiesQuality and Completions Assurance SupportProject Systems SupportProject Quality AssuranceCoaching and TrainingReportingQualificationsMinimum 5 years of experience working as a...

  • Quality Assurance Director

    5 days ago

    Petaling Jaya, Selangor, Malaysia EPF Malaysia Full time

    **About the Role**EPF Malaysia is seeking a Quality Assurance Director to lead our quality assurance efforts. As a key member of our team, you will be responsible for ensuring that our digital products meet the highest quality standards before they are released.**Key Responsibilities**Develop and implement comprehensive test strategies, plans, and...