Regional Quality, Training
4 days ago
Job Description:
Get to know our team:
This team is part of the larger Grab Support function and specifically the Strategy, Analytics and Assurance (SAA) team at the working level.
- The SAA team supports all consumer and partner experience transformation, continuous improvements and ongoing business experiments across the consumer experience vertical, outsourced services and where the business requires with the aim of achieving service excellence.
- The team is responsible for managing regional and local learning, development, Quality, Training and Knowledge Management initiatives and performance for the various Grab business verticals across South East Asia including our BPO partners as required.
Get to know the role:
Quality Assurance
- The Regional Training & Support Services Manager is responsible for the ongoing cross-functional coordination, reporting (data analytics) and support for all quality assurance, training and Grab Support improvement initiatives across the region for both the company and its BPO partners.
- To conduct oneself tactfully and professionally to ensure the relationship between the company and its BPO partners to maintain the client-vendor relationship within all legal and compliance guidelines mandated by the inhouse Legal & Compliance teams.
- To work closely and in collaboration with the in-house quality assurance, training and knowledge management internal team members and with related stakeholders e.g. the Vendor Management Team, SAA and other business units.
- Enhance or develop and maintain quality plans and Standard Operating Procedures (SOPs) for the QA/training initiatives, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned log, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions for both the company and its BPO partners. This will be done in collaboration with the internal QA, Training and Knowledge Management team.
- The Lead will manage/oversee the performance of a team of multiple Quality Managers/Leads and/or Quality Analysts at the Grab Support BPO contact centers, establishing processes and procedures, roles, work standards, work product schedules and delivery timelines, performance objectives, and enforcement through regular conversations, meetings and related engagement activities.
- Ensures support is rendered to BPO Grab Support teams is sufficient and able to achieve standards for quality and related OKRs (KPIs) are met and initiates improvement actions when necessary.
- Facilitates communications, daily team meetings, ongoing quality performance reviews, and calibration activities with BPOs and inhouse team respectively.
- Conducts monthly performance review sessions with BPO QA/Training Managers, and related Operations Managers.
- Conducts process and product audits to confirm compliance with company policies in all activities related to Quality & Training.
- Make independent operational decisions as necessary to align with department objectives and ensure the Manager is kept informed of such decisions before execution or roll-out.
- Provide leadership and structure to a high performing Quality team to accomplish service quality objectives for the regional consumer experience teams.
- 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.
- Interpret and promote knowledge management standards and guidelines and best practices as a channel to sustain good quality performance.
- Training:
- To support, initiate, audit and make recommendations for the continuous improvement of services rendered by the BPO partners inline with the company’s direction for training.
- To support the quality related initiatives and channel feedback to the company through data, analytics and related reports in a timely manner.
- Other duties as assigned.
Role Requirements
- Excellent written and spoken English language skills.
- Experience in working with Contact Center BPO and/ or Shared Services.
- Proficiency in working cross-functionally and regionally with distributed teams, with diverse cultures and languages.
- Strong organizational skills, self-driven, independent and has the ability to multitask and prioritize in a fast-paced environment.
- Strong data and analytical skills
- Competent in Excel Skills
- Strong attention to detail.
- Minimum of 2 - 5 years' experience in a similar role.
- Excellent computer skills with MS Office and familiar with Google Suites.
- Content / Knowledge Management know-how and familiarity with platforms is a plus.
-
Clinical Quality Associate Director
9 months ago
Petaling Jaya, Malaysia AstraZeneca Full timeThe Clinical Quality Associate Director (CQAD) in general, is responsible for the maintenance and further development, and the communication of high-quality standards in the delivery of clinical studies. This includes a key role in ensuring that the training needs in the local SMM (Site Management & Monitoring) team are fulfilled in cooperation with the...
-
Medicines Quality
9 months ago
Petaling Jaya, Malaysia Lilly Full timeAt Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities...
-
Quality Manager
7 months ago
Petaling Jaya, Malaysia Teleperformance Full timeQualifications: **Requirements**: - Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams - 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.) - Proven track record of...
-
Quality Assurance Executive
7 months ago
Petaling Jaya, Malaysia Abbott Laboratories Full time**PRIMARY OBJECTIVE**: **Responsible for Quality Management system and to be 100% compliance with Corporate, Divisional and local regulations.**:** EDUCATION/QUALIFICATIONS/EXPERIENCE**: - Minimum of Bachelor’s degree in Science. Equivalent education/work experience will be considered. - Working experience in a Commercial Quality environment in Medical...
-
Regional IT Manager
7 months ago
Petaling Jaya, Malaysia HILTI Full timeWHAT'S THE ROLE? The Regional IT Manager (RIM) of A2 (South Asia) assures and coordinates the needed IT services and operations delivery within the region covering 9 countries (Singapore, Malaysia, New Zealand, Australia, Philippines, Indonesia, Thailand, Vietnam, and India) and includes people management responsibilities for locations with IT personnel....
-
Quality Assurance Manager
7 months ago
Petaling Jaya, Malaysia MPS Full timeLead and manage a QA team - introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, effective client and program level engagements, work with the operations leaders to drive ops quality improvement. Actively use Lean Six Sigma in projects to completion and quantification of impact. Collaborate with...
-
Quaker/gmd Quality and Food Safety Lead
7 months ago
Petaling Jaya, Malaysia PepsiCo Full timeOverview: **The Quaker/GMD Quality & Food Safety Lead **is mainly responsible for developing and executing the Quality & Food Safety Plan and Strategies to comply with MU/region targets. He/she shall work closely with R&D and co-manufacturing team for trial, commissioning new products, new launches, new equipment/engineering commissioning projects as per...
-
Subcontractor Quality and Management Executive
7 months ago
Petaling Jaya, Malaysia Siemens Energy Full time**A Snapshot of Your Day** We currently have an exciting position for a motivated individual to join our Gas and Power Services team in our office in CP Tower supporting the Asia Pacific Resource Planning and Management Team. The responsibility of this position applies to ensure and maintain quality within the subcontractors in Asia Pacific region in...
-
Regional Product Development Manager
7 months ago
Petaling Jaya, Malaysia Siemens Energy Full time**A Snapshot of Your Day** You work close with all Siemens Energy Regional commercial teams and customers where you provide technical sales and sales support for our product line product including opportunity identification, qualification, evaluation, and pursuit through order capture with particular emphasis on deployment of Siemens Energy technology...
-
Training Manager
8 months ago
Petaling Jaya, Malaysia Teleperformance Full timeOverview: The Training Manager typically works in an office environment but may also conduct training sessions in various locations, including client sites. The role may require flexible hours to accommodate different shifts and training needs. Duties and qualifications may vary depending on the organization's size, industry, and operational...
-
Training Admin Assistant
6 months ago
Petaling Jaya, Malaysia SQC MANAGEMENT SDN BHD Full timeSQC Consulting Group is a management system consulting firm that serves a broad mix of private, public and social sector institutions. We help our clients make significant and lasting improvements to their performance by embracing the use of the state-of-the-art technical and management knowledge based on International Standards. With nearly 25 years of...
-
Malaysia Affiliate Quality Lead
7 months ago
Petaling Jaya, Malaysia AstraZeneca Full timeAstraZeneca is a leading global biopharmaceutical company. We believe the best way we can help patients is to focus on breakthrough science to uncover disease mechanisms and develop novel, targeted therapies that interact with them. This is at the heart of our purpose as a company: to push the boundaries of science to deliver life-changing medicines. At...
-
Regional Study Coordinator
7 months ago
Petaling Jaya, Malaysia Labcorp Full timeThe Regional Study Coordinator (RSC) is responsible for the successful delivery of all operations of a clinical study in their specific area of the world. The RSC acts as the appointed Liaison between Global Project Management, Client Representatives and other CCLS departments involved in the clinical study to ensure the successful management of regional...
-
Regional Process Expert
7 months ago
Petaling Jaya, Malaysia HILTI Full timeWHAT'S THE ROLE? Regional Process Expert entails providing support and ensuring smooth global operations while effectively overseeing and improving matters associated with PTP,OTC and GL functions. WHO IS HILTI? If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the...
-
SAP Sf Consultant
7 months ago
Petaling Jaya, Malaysia PERI Full time**Location**:Petaling Jaya, MY, 46050**Company**:PERI APAC Services Sdn. Bhd.**SAP SF Consultant (f/m/d) | APAC Region** PERI APAC Services **What you'll do on a typical day**: Regional first point of contact for SAP SuccessFactors suite, specifically to our internal PERI customers of APAC region. Your core tasks and responsibilities include: - **Data...
-
Business Development Leader
7 months ago
Petaling Jaya, Malaysia Hunters International Sdn Bhd Full time**About the company**: Our client is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. They strive to promote a global economy that is both ecologically viable and highly productive. **About the role** The Business Development Leader is...
-
Regional Study Coordinator
7 months ago
Petaling Jaya, Malaysia Labcorp Full time**Responsibilities / Duties**: - In this role you will be responsible for managing clinical projects to ensure the successful delivery of all lab services, including kits shipment, sample testing and sample management of a clinical study for the Asia region - Act as regional liaison between Labcorp Central Lab Services (CLS) Global Study Manager and various...
-
Training and Executive-hrd
7 months ago
Petaling Jaya, Malaysia Lincoln University College Full timeIdentify training needs by evaluating strengths and weaknesses - Translate requirements into trainings that will groom employees for the next step of their career path - Build annual training program and prepare teaching plans - Develop or oversee the production of classroom handouts, instructional materials, aids and manuals - Direct structured learning...
-
Regional Supply Planner
6 months ago
Petaling Jaya, Malaysia Givaudan Full timeStep into our world of creativity and joy! Regional Supply Planner - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good....
-
Training Manager Bpo
7 months ago
Petaling Jaya, Malaysia Jom Kerja! Full timeThe Training Manager typically works in an office environment but may also conduct training sessions in various locations, including client sites. The role may require flexible hours to accommodate different shifts and training needs. Duties and qualifications may vary depending on the organization's size, industry, and operational...