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Quality Analyst

atGrab
Job Description
Life at Grab:
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the Team:
The Quality Assurance team is an established team responsible for maintaining Grab Support standard. We make an impact by ensuring that our agents' qualities are up to company standard and we pride ourself in helping our Grab Support team find and fill any gaps relating to quality. Our team is made up of vibrant members who work very well together to achieve our mission. If you are looking for an opportunity and great place to work, then you should join our team!
Get to know the Role:
Responsible for assessing the quality of the performance of our contact center associates who deal with our existing and potential users. The QA will monitor inbound and outbound call, emails, and chat responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing contact center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall experience.
The Day-to-Day Activities:
  • Participates in design of contact monitoring formats and quality standards.
  • Performs call, email, and chat monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of consumer care email responses.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates calibration sessions for contact center staff.
  • Provides feedback to contact center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
The Must-Haves:
  • 2-3 years Contact Center Experience
  • Bachelor Degree
  • Excellent verbal, written and interpersonal communication skills in both Thai and English;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company;
  • Creative ability & writing proficiency;
  • Ability to multitask and successfully operate in a fast-paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Our Commitment:
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
About Grab
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries
Join us today to drive Southeast Asia forward, together.
Experience required
  • any or no experience
Salary
  • Negotiable
Job function
  • Analyst
Job type
  • Full-time
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Company overview

Size:2000-5000 employees
Industry:Mass Transportation
Location:Bangkok
Website:www.grab.com/th
Founded in:2012
Ranking:4/5

Grab Thailand believes in a strong social mission to improve the lives of taxi drivers and passengers in Thailand, as well as to revolutionise the Thai taxi industry. Please join us at Grab in making a difference in Thailand. At Grab, we believe in driving change. We don’t build stuff just becaus ... Read more

Why join us: At Grab, we do what we love, and love what we do. Data-driven, passion-fueled – this is how we create cutting-edge Grab awesomeness. We will fly shortlisted applicants from around the world to meet with us at Grab.

Head office: เลขที่ 1575/1 อาคารชัยสงวน ถนนเพชรบุรีตัดใหม่ แขวงมักกะสัน เขตราชเทวี กรุงเทพฯ 10400
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Benefits

  • Professional development
  • Employee discount
  • Five-day work week

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