Operational Excellence Specialist

3 days ago


Petaling Jaya, Selangor, Malaysia GrabTaxi Holdings Pte. Ltd. Full time
Job Description
We are seeking a highly skilled Training & Quality Assurance Manager to join our team at GrabTaxi Holdings Pte. Ltd. As a key member of our operational excellence department, you will be responsible for promoting quality assurance and quality improvement projects across Grab Support operations in Malaysia & Singapore.

About Us
Grab is a leading superapp in Southeast Asia, offering a wide range of services to make life easier for our users. We believe in harnessing the power of technology and artificial intelligence to deliver exceptional experiences. Our mission is to drive economic growth and empowerment in the region.

Critical Tasks
- Manage all quality assurance initiatives across Grab Support operations (including BPO vendors) in Malaysia & Singapore.
- Develop and implement training programs focused on enhancing soft skills, customer handling, and overall service quality.
- Lead the analysis of data related to training and quality to provide relevant recommendations to guide continuous improvements in customer service.

Requirements
- 6+ years of experience in the Quality Assurance space.
- Experience in a contact center environment and the customer service/customer experience industry.
- Expertise in implementing training and quality strategies.
- Understanding of Quality Management Systems and Learning Management Systems.


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