Quality Assurance - Customer Experience

customer service | Dipost 9 bulan yang lalu


Industri : internet

Fungsi : customer service


<div><b style="font-size: 16px">About us</b></div><div><span style="font-size: 14.6667px">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. </span></div><div><br></div><div><span style="font-size: 14.6667px">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.</span></div><div><br></div><div><b style="font-size: 16px">Why Grab?</b></div><div><span style="font-size: 14.6667px">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.</span></div><div><br></div><div><span style="font-size: 14.6667px">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.</span></div><div><br></div><div><span style="font-size: 14.6667px">Join us to unleash your fullest potential.</span></div>


IN YOUR ROLE AS A Quality Assurance Specialist , YOU WILL:<ul><li>Review and rate phone call recordings and email responses of Customer Experience representatives using the prescribed quality guidelines.</li><li>Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge. </li><li>Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.</li><li>Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist.</li><li>Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations.</li><li>Document quality assessments and feedback.</li><li>Generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by TQA Management.</li><li>Continuously learn and update oneself on the latest product and process.</li></ul><br>AS OUR IDEAL CANDIDATE, YOU HAVE:<ul><li>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 (<i><b>Minimum</b></i> of 1 year, 2 years and above <i><b>preferred</b></i>).</li><li>Excellent English in written and spoken communication </li><li>High knowledge of the company's products, services and business operations (If internal applicant)</li><li>Project coordination experience preferred</li><li>Strong acumen in data analysis, reporting, time management, and organizational skills </li><li>Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint) </li><li>Ability to work both independently and in a team environment</li></ul><br>PEOPLE IN THE OFFICE SAY:<ul><li><b>Chevonne Goh, Marketing</b> - “It is always great to have a career that is rewarding in more aspects than one, as not only have I learnt so much from my teammates and leaders, but I have also managed to be part of a positive change in the taxi industry in Malaysia.”&nbsp;</li><div><br></div><li><b>Brian Gomez, Customer Experience</b> - ”Not many jobs gives you the satisfaction of knowing that you have made a difference in the lives of the people around you. Grab however, has given me the ability to actually make that impact!”</li></ul><br>OUR PERKS:<ul><li>Learn a new language - Meet and befriend our regional family members across Southeast Asia!</li><li>Meet a diverse group of young professionals - Our GrabFamily members consist of young, exuberant, and passionate people who have a diverse spectrum of interests. To put it bluntly, we definitely ain’t a boring bunch!</li><li>Make an actual difference - You will not only be changing the way people move but the lives of everyday people.</li><li>Casual Fridays everyday! - That’s right, your skinny jeans and those Converse sneakers can be worn everyday.</li><li>Learn and work with the best! - Rub shoulders with some of the most talented head honchos in the industry and learn invaluable experiences from them!</li><li>Free lunch - You know it! Our catered lunch from Monday-Friday provides a variety of menu items to suit your taste buds so you can save some money and stay productive throughout the day.</li></ul>

Keahlian yang dibutuhkan

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.


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