Customer Service and Quality Manager

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to know our Team:

• As a member of our GrabFamily, not only will your skillsets be capitalized but you will also develop your untapped potential and be inspired with some of the most amazing minds in the industry.
• Our team consists of young but experienced individuals who are tenacious and energized by the fact that we exist to make a change - a change that has made a societal impact in Southeast Asia.
  
  

Get to Know the Role

• As a Customer Insights and Quality Manager, you will partner with teams to promote quality assurance and quality improvement projects through audit management, data-based insights, training implementations and performance metrics management.
• You will report to the Head of Grab Support, Malaysia & Singapore and be based in Petaling Jaya, working onsite.
  
  

The Critical Tasks You Will Perform

• You will manage all 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 partner with GS Operations Managers to develop strategies that address issues related to customer satisfaction.
• You will manage a team of training and quality analysts to lead the 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.
  
  

Qualifications

What Essential Skills You Will Need

• You have a 6+ years of experience in the Quality Assurance space.
• You have experience in a contact centre environment and customer service/customer experience industry.
• You have experience with people management and development.
• You have experience in implementing training and quality strategies.
• You have to work with cross-departmental team members and to give advisory services to the country Grab Support management team.
• You understand Quality Management Systems and Learning Management Systems.
• You have proficiency in data analysis, including the use of tools like Power BI, with the ability to develop and implement strategies from data insights.
• You have COPC knowledge/certification, which is advantageous but not mandatory.
  
  

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
  
  

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.