Senior Quality Assurance Manager
5 days ago
At Grab, we're on a mission to drive Southeast Asia forward by economically empowering everyone. We're a leading superapp that makes getting your favourite meals delivered, managing finances, and navigating the city hassle-free possible.
Job OverviewThis role is all about promoting quality assurance and improvement across our operations in Malaysia & Singapore. You'll partner with teams to develop strategies that address customer satisfaction issues and enhance service quality.
- You will be responsible for managing 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:
- Work closely with GS Operations Managers to develop strategies that address customer satisfaction issues.
- Manage a team of training and quality analysts to lead performance metrics and improvement goals.
- Explore and incorporate recommendations that use Artificial Intelligence (AI) to improve service delivery and quality.
- 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.
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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