Quality Assurance Specialist

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Grab Support PH team works with senior leaders across the organization to lead impactful projects that enhance our customer experience. We value collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners.

Get to Know the Role

As a QA Specialist, you will help ensure the quality of our support processes, contributing to an customer experience across our platforms.

You will report to the Grab Support – Reporting & Analytics Manager and requires onsite work at our Exquadra Tower office five days a week.

The Critical Tasks You Will Perform

• Develop and implement quality assurance processes and standards for Grab's support operations.
• Conduct regular audits of support tickets and customer surveys to ensure adherence to quality standards.
• Analyze support data to identify trends, issues, and areas for improvement.
• Collaborate with multiple teams to implement process improvements and increase support efficiency.
• Monitor and evaluate measurements related to support quality and customer satisfaction.
• Provide feedback to support team members to enhance their performance.
• Create projects to increase quality performance
• Contribute to the continuous improvement of Grab's support systems and tools

What Essential Skills You Will Need

• You have 2+ years of experience leading a team in a contact center or service environment
• Experience with customer support systems and ticketing tools
• Quality Assurance certifications (e.g., ISTQB) will help perform the role
• You are fluent in both spoken and written English and local language, allowing you to communicate with a diverse group of team members and consumers.
• You are experienced in handling disciplinary matters and conducting performance evaluations to improve.
• Strong knowledge of Grab's products and services
• You can work in rotating shifts and on weekends and public holidays.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.