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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 Training & Quality Assurance 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 & Singaporeand 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.#J-18808-Ljbffr