Job Description:
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the Role:
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, emails and chats responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall GRAB customer’s experience.
The Day-to-Day Activities
Participates in the design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the site management team.
Analysis the customer survey to identify dissatisfaction of customer experience and expectations.
Uses a quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email and chat responses.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
The Must-Haves
2-3 years Call Center Experience
Bachelor Degree a plus
Excellent verbal, written and interpersonal communication skills;
Outstanding customer service skills and dedication to providing exceptional customer care;
Must be self-motivator and self-starter;
Focus on quality and customer service;
Exceptional listening and analytical skills;
Solid time management skills;
Must be able to effectively deal with people at all levels inside and outside of the Company;
Creative ability & writing proficiency;
Ability to multitask and successfully operate in a fast paced, team environment;
Must adapt well to change and successfully set and adjust priorities as needed;
Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Bilingual a plus
Our Commitment
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.
About Grab
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.
Join us today to drive Southeast Asia forward, together.
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