Quality and Performance Improvement Specialist
7 days ago
We're looking for a seasoned Quality Assurance professional to join our team as a Customer Insights and Quality Manager. In this role, you will drive quality improvement initiatives across our operations in Malaysia & Singapore and develop strategies to enhance service quality.
About the JobAs a Customer Insights and Quality Manager, you will partner with teams to develop strategies that address customer satisfaction issues and enhance service quality. You will be responsible for managing quality assurance initiatives, ensuring quality performance metrics are aligned with business expectations, and developing and implementing training programs.
- You will work closely with GS Operations Managers to develop strategies that address customer satisfaction issues.
- You will manage a team of training and quality analysts to lead 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.
Your key responsibilities will include:
- Managing quality assurance initiatives across Grab Support operations (including BPO vendors) in Malaysia & Singapore.
- Ensuring quality performance metrics are aligned with business expectations and that quality metrics are met.
- Developing and implementing training programs focused on enhancing soft skills, customer handling, and overall service quality.
- Leading the analysis of data related to training and quality to provide relevant recommendations to guide continuous improvements in customer service.
To succeed in this role, you will need:
- 6+ years of experience in Quality Assurance space.
- Experience in contact centre environment and customer service/customer experience industry.
- Experience with people management and development.
- Experience in implementing training and quality strategies.
- COPC knowledge/certification is advantageous but not mandatory.
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