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 team
The Grab Support Indonesia Quality Assurance team is an established team responsible for determining Grab Support ID best approach based on various channel quality standards, analytics, and recent trends. We make an impact by evaluating the quality approach on inbound and/or outbound calls, email, chats, and other channels. Our team is made up of young and energetic individuals and consists of assistant managers and staff level. If you are looking for utmost challenges as Quality Assurance manager in Grab, then you should join our team!
Get to know the role
We are looking for a Grab Support ID Quality Assurance Manager to supervise all Grab Support ID Quality Assurance team member in evaluating the quality approach on inbound and/or outbound calls, email, chats, and other channels, also to understand collaboration with all stakeholders, understand how to analyze and identify trends within all channels in the Customer Experience, propose solutions based on customer & partners feedback. We believe a successful candidate has the ability to demonstrate and understand COPC & Six Sigma approach , but if you believe you have what it takes then we’d love to hear from you either way. This role is required because Grab Support ID is very focused on quality for our agents, Grab consumers and Grab partners. In return, you will get an opportunity to understand mobility, delivery, and financial knowledge and experience.
The Day-to-Day Activities
Build and manage QA Team
Continually improve the quality monitoring
Develop Quality Assurance Framework
Analyze and investigate errors on reported quality issues to ensure closure in accordance with company guidelines and external regulatory requirements
Monitor of Grab service’s quality
Recommend, implement and direct monitoring program (e,g : side by side, silent, remote,mystery shopper) for all vertical Transport, Food, Delivery, Payment
Work with managers, and Supervisor/Team Leaders, and also BPO partners to calibrate monitoring process & results
Gather and distribute results
Align internal monitoring with external consumer, partner feedback (CSAT,DSAT,NPS)
The Must-Haves
You have Heart, Hunger, Honour and Humility
You have a min. Bachelor degree.
You have at least minimum 5 years of working experience in QA Contact Center/Customer Service Field preferably in services/ Customer Experience Banking, E-commerce, relevant Industry & organizational leadership experience
You are able to demonstrate and understand COPS & Six Sigma principles.
The Nice-to-Haves
You have experience as Quality Assurance Manager position for Telesales team.
You have experience in Omni channels contact center.
You have experience in the super app platform companies/industries.
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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