Quality and Performance Improvement Specialist

7 days ago


Petaling Jaya, Selangor, Malaysia Grab Full time

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 Job

As 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.
Key Responsibilities

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.
Requirements

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.


  • Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    Job DescriptionWe are seeking a skilled Team Performance Improvement Specialist to join our team. As a key member of our operations department, you will be responsible for analyzing and improving team performance.ResponsibilitiesAnalyze team performance and identify areas for improvement.Develop and implement strategies to improve team performance.Lead the...


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

    About the RoleThis is an exciting opportunity to work with a leading healthcare company and contribute to the development of high-quality products that improve the lives of people around the world. As a Senior Quality Assurance Specialist - Product Complaints, you will play a critical role in ensuring the compliance of our products with regulatory...


  • Petaling Jaya, Selangor, Malaysia Teleperformance Full time

    About Our Ideal CandidateWe are looking for a highly motivated and experienced Training Manager to join our team. As a Training Manager, you will play a critical role in developing and delivering training programs that enhance employee skills and knowledge.To be successful in this role, you will need to have a strong understanding of adult learning...


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

    About the RoleThis is an exciting opportunity to join our CFO's Office as a Performance Improvement Director. As a member of our team, you will be responsible for developing, tracking, and presenting Shared Services KPIs/Metrics, providing insights and recommendations to leadership to drive performance improvements.You will supervise and execute the smooth...


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

    Job DescriptionWe are seeking a highly skilled Product Complaint Quality Specialist to join our team at Eli Lilly and Company. As a key member of our quality assurance department, you will be responsible for ensuring the timely and effective resolution of product complaints related to Lilly products marketed in China and the Asia-Pacific region.Key...


  • Petaling Jaya, Selangor, Malaysia Schneider Electric Norge AS Full time

    We're looking for a talented individual to join our team as a Data & Digital Transformation Lead.This role requires a strong understanding of data analysis, business intelligence, and digital transformation.The ideal candidate will possess excellent analytical skills, ability to collect, organize, analyze, and disseminate significant amounts of information,...


  • Petaling Jaya, Selangor, Malaysia Merck Gruppe Full time

    Improve Customer Engagement through Strategic InitiativesIn this challenging role as a SFE Associate, you will contribute to improving customer engagement through strategic initiatives. You will work closely with cross-functional teams to optimize customer interactions and data management, ensuring seamless execution of business goals.Your Key...


  • Petaling Jaya, Selangor, Malaysia Silverlake Axis Full time

    Financial Process Improvement SpecialistWe are seeking a Financial Process Improvement Specialist to join our team. In this role, you will be responsible for analyzing financial processes, identifying areas for improvement, and developing solutions to optimize system effectiveness.You will work closely with stakeholders to gather requirements, recommend...


  • Petaling Jaya, Selangor, Malaysia Warner Bros. Entertainment Full time

    Warner Bros. Discovery is seeking a skilled Contact Center Workforce Analyst to join our team.The successful candidate will have a strong background in workforce forecasting and evaluating delivery against plans.This role involves analyzing BPO staffing efficiency, measuring volume delivery against forecasts, and coordinating improvement strategies with BPO...


  • Petaling Jaya, Selangor, Malaysia EPF Malaysia Full time

    Job Overview:We are seeking a highly skilled Data Quality Specialist to join our team in EPF Malaysia. The successful candidate will be responsible for establishing a structured data profiling and remediation process, ensuring timely and accurate data entry into the investment management system.Key Responsibilities:Develop and maintain data management...


  • Petaling Jaya, Selangor, Malaysia Ibroad Solutions Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Specialist to join our team at Ibroad Solutions. As a key member of our engineering and information technology department, you will play a crucial role in ensuring the quality and reliability of our software solutions.About the RoleThis is a mid-senior level position that requires a minimum of 5...


  • Petaling Jaya, Selangor, Malaysia FUJIFILM BI SSC Full time

    Job DescriptionFUJIFILM BI SSC is seeking a highly skilled Business Process Improvement Specialist to join our Operations Standardization team. This role is critical in driving business operation processes improvement to achieve efficiency, effectiveness, and standardization across all supporting countries at the regional level.The ideal candidate will have...


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

    Join Our Team in ThailandWe are looking for a highly motivated and experienced Quality Control Specialist to join our team in Thailand. As a member of our team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Evaluate and improve processes to ensure efficiency and effectiveness.Conduct regular...


  • 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...


  • Petaling Jaya, Selangor, Malaysia Grab Full time

    About the RoleThe Performance Marketing Specialist will be responsible for leading channel integration and progress with Product/Tech/Analytics teams to drive business growth.Key Accountabilities:Develop and implement media investment guidelines for marketing campaigns.Create a data-led approach across paid and non-paid channels.Track performance and provide...


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

    At 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...


  • Petaling Jaya, Selangor, Malaysia Visionix Full time

    Visionix Petaling Jaya, Selangor, MalaysiaSenior Performance Marketing SpecialistSalary Range: RM6,000-RM8,000Job Description:The role sits within the paid ads team servicing diverse brands across local and overseas regions.You are responsible for managing and optimizing paid ads campaigns to achieve specific performance-based objectives, such as driving...


  • Subang Jaya, Selangor, Malaysia Daythree Business Services Sdn Bhd Full time

    This is an exciting opportunity to join Daythree Business Services Sdn Bhd as a Customer Experience Quality Specialist. The ideal candidate will have a Bachelor's degree qualification and above, with a minimum of 1 year of working experience in Service Quality or call center. Proficiency in both Chinese Mandarin and English (both verbal and written) is...


  • Subang Jaya, Selangor, Malaysia ZUS Coffee Full time

    Job OverviewZUS Coffee is seeking a skilled Quality Assurance Specialist to join our team. This role involves ensuring the quality and safety of our products, as well as maintaining strong relationships with suppliers.About the RoleThe ideal candidate will have a Bachelor's Degree in Food Science and Technology or a related field, with a minimum of 3 years...


  • Petaling Jaya, Selangor, Malaysia COCOFANS SDN BHD Full time

    COCOFANS SDN BHD is a company dedicated to inspiring healthier lifestyles by offering fresh, natural fruit products that combine quality, convenience, and nutrition.Job DescriptionWe are seeking a Quality Assurance Specialist to join our team. In this role, you will be responsible for ensuring all products comply with Halal certification requirements and...