Quality Analyst

Get to know our Team:

About us

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.

Why Grab?Grab believes success is dependent on tapping into one’s potential. The same applies to our employees: We believe that to make a social impact in Southeast Asia, we not only need the brightest and most talented minds but also individuals whose skills can be cultivated to their fullest capabilities.At Grab, we provide the perfect working environment for our employees, which allows them to be not afraid of trying out different ways of solving a problem. In return, they learn new skills and challenge their perceived limits, thus building their career at the same time. You will also work closely and be inspired by thought leaders who have vast experience in the industry.Join us to unleash your fullest potential.

Get to know the Role:

• Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.

The day-to-day activities:

• Review and rate phone call recordings and email responses of Customer Experience representatives using the prescribed quality guidelines.
• Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge.
• Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist.
• Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations.
• Document quality assessments and feedback.
• Generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by TQA Management.
• Continuously learn and update oneself on the latest product and process.

The must haves:

• Bachelor's degree in either Education, Communications, Business or a related discipline; or equivalent combination of education and experience that is required for the specific job level (Minimum of 1 year, 2 years and above preferred).
• Excellent English in written and spoken communication
• High knowledge of the company's products, services and business operations (If internal applicant)
• Project coordination experience preferred
• Strong acumen in data analysis, reporting, time management, and organizational skills
• Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
• Ability to work both independently and in a team environment