The Quality Assurance Lead drives the quality managements aspects across the Contact Center for all end users of Grab passenger and driver applications
Get to know the Role:
The Quality Assurance Lead is responsible for the cross-functional coordination of all quality assurance and customer experience improvement initiatives for both our in-house teams as well our outsourced resources.
The Quality Assurance Lead shall be accountable for the development of Quality Analysts as well as the day-to-day management of quality monitoring and improvement initiatives for both our in-house teams as well our outsourced resources.
The Quality Assurance Lead shall support Operations leadership by communicating performance opportunities, supplying status & performance reporting, and addressing quality issues with action plans created jointly with the operations team for both our in-house teams as well our outsourced resources.
The Quality Assurance Lead is responsible to ensure quality performance metrics are aligned with expectations as detailed in the Statement of Work (SOW) and quality goals are met for both our in-house teams as well our outsourced resources.
The day-to-day activities:
Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
Understands business goals, identify performance gaps, and recommend solutions.
Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.
Provide data to Training Teams to close the loop on Total Quality management.
The must-haves:
Diploma/Degree in relevant discipline
COPC Certified, CIAC, Six Sigma or other industry-relevant certifications are advantageous
3+ years recent experience managing direct reports
Working knowledge of quality monitoring
Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; the desire to take ownership of assigned work, take initiative and drive to results.
A good communicator versatile in both English and Malay
