Operations Efficiency Specialist

4 days ago


Petaling Jaya, Selangor, Malaysia Grab Full time
About the Team

You will be part of a young and energetic team that is passionate about delivering exceptional customer experiences. Our team consists of experienced individuals who are dedicated to making a positive impact in Southeast Asia.

Key Responsibilities
  • Partner with cross-functional teams to promote quality excellence and develop strategies that enhance customer satisfaction.
  • Manage quality assurance initiatives across Grab Support operations, including BPO vendors, to ensure seamless delivery of services.
  • Analyze data related to training and quality to provide actionable insights for continuous improvements in customer service.
  • Develop and implement training programs focused on enhancing soft skills, customer handling, and overall service quality.
Requirements
  • 6+ years of experience in Quality Assurance and/or contact centre environment.
  • Proven track record of implementing training and quality strategies that yield significant results.
  • Excellent leadership and people management skills, with experience in managing cross-functional teams.
  • Strong analytical and problem-solving skills, with ability to interpret data insights and develop strategic recommendations.
  • Proficiency in data analysis tools, such as Power BI, and ability to communicate complex data insights effectively.
  • COPC knowledge/certification is advantageous but not mandatory.


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