Quality Assurance Specialist
2 weeks ago
About Grab
As a leading superapp in Southeast Asia, Grab empowers everyone with heart, hunger, honor, and humility. Our purpose gives us joy, while harnessing the power of technology and AI drives our mission forward.
The RoleYou will partner with teams to promote quality assurance and improvement projects through audit management, data-based insights, training implementations, and performance metrics management. As a Training & Quality Assurance Manager, you will report to the Head of Grab Support, Malaysia & Singapore and be based in Petaling Jaya, working onsite.
Critical Tasks:
- Manage all quality assurance initiatives across Grab Support operations (including BPO vendors) in Malaysia & Singapore.
- Evaluate quality performance metrics to ensure alignment with business expectations.
- Develop and implement training programs focused on enhancing soft skills, customer handling, and overall service quality.
- Analyze data related to training and quality to provide recommendations for 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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