Driver Training and Quality Control Associate

Get to know our Team:
 

The Driver Training team highly interfaces with both 2Ws and 4Ws Drivers. The team also interfaces with different departments inside Grab that has different training needs. You will get a chance to work directly with progressive thinkers from different departments - operations, marketing, engagement, communications, and strategy to help shape the brand and operations together as a team.

Get to know the Role:

The Grab Driver Training Department is responsible for:

• making sure that our driver-partners and riders are empowered and equipped to provide 5-star service to our customers
• design, development, and management of Driver training modules as well as ensuring training is delivered and understood by driver-partners

The day-to-day activities:

Training Content Design and Development

• The Training and Quality Associate’s main role is to effectively prepare drivers to succeed in the Grab Platform. 

• Design & develop training curricula & programs about different operating procedures, service standards, and best practices in the Grab platform.

• Design & develop programs or modules with external providers

• Training materials should be apt for different formats and different communication channels.

• Scopes training needs, identifies the appropriate intervention and implements program within agreed timeline and provides training solution options

•  TQC Associate will handle both 2Ws and 4Ws training content requirements.

Project Management

• Creates a training calendar and budget

• Reviews contracts with external partners

• Oversees efficient rollout of programs

• Coordinates the logistics for training events (food & venue arrangement, notice/invitation to participants, IDs, PowerPoint presentation, forms, manuals and other training materials), if  needed

• Performs administrative functions as required by the programs being implemented

Quality Control

• Liaise with quality and compliance ops team to turn data into learning opportunities for new and existing drivers 

• Facilitate re-training for Low Star Ratings

• Facilitate re-training for High Cancellation

• Assist the Safety Department in facilitating driver safety re-training

• Coach drivers with behavioral complaints and those recommended by the Regional and Country Fraud Team

• Recommend ways to improve processes, penalties, and guidelines based on cases, reviews and observations

• Document quality assessments and feedback 

Third Party Content Development

• Sources for potential external training providers for training and development programs/activities for drivers, if needed

• Evaluation of course outlines/programs submitted by different training consultants/providers 

• Reviews the proposals of training consultants/providers to ensure that training objectives, course contents, and training cost meet the budget 

• Reviews and approves the design of training modules developed by external providers to ensure alignment to our development objectives

Metrics and Reports

•  Reviews and ensures complete, accurate and on-time submission of the weekly report and other reports as required relating to training and development;   

• Submission of quarterly and annual reports

• Creation of new training metrics design

• Documentation of training processes in manuals

• Recommends changes in program content based on outcome of training metrics 

The must haves:

• Must possess a Bachelor’s Degree in Psychology, Human Resource Development Management, Behavioral Science or its equivalent
• Must have at least 2 years of relevant training experience
• Ability to facilitate/conduct and design training programs
• Knowledge and skills in training and development
• Good oral and written communication skills
• Good interpersonal skills
• Good presentation skills
• Negotiation skills
• Good command and authority
• Proficient in word processing (Microsoft and Google)