Training Quality Assurance Manager
Training Quality Assurance Manager
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1 Vacancy
Job Description
Get to Know the 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 Training & Quality Assurance Manager you will partner with teams to promote quality assurance and quality improvement projects through audit management databased 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 6 years of experience in the Quality Assurance space.
- You have experience in a contact center environment and the customer service/customer experience industry.
- You have expertise in implementing training and quality strategies.
- You have a understanding of Quality Management Systems and Learning Management Systems.
- You have proficiency in data analysis including tools like Power BI with the ability to develop and implement strategies based on data insights.
- You have COPC knowledge/certification which is advantageous but not mandatory.
Additional Information :
Life at Grab
We care about your wellbeing 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 LoveallServeall (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
- Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
