Job Description

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Get to know our team:-

This team is part of the larger Grab Support function and specifically the Strategy, Analytics and Assurance (SAA) team at the working level.

The SAA team supports all consumer and partner experience transformation, continuous improvements and ongoing business experiments across the consumer experience vertical, outsourced services and where the business requires with the aim of achieving service excellence.

The team is responsible for managing regional and local learning, development, Quality, Training and Knowledge Management initiatives and performance for the various Grab business verticals across South East Asia including our BPO partners as required.

Get to know the role:-

Quality Assurance

The Regional Training & Support Services Assistant Manager is responsible for the ongoing cross-functional coordination, reporting (data analytics) and support for all quality assurance, training and Grab Support improvement initiatives across the region for both the company and its BPO partners.

To conduct oneself tactfully and professionally to ensure the relationship between the company, internal stakeholders and its BPO partners are maintained well at all times, also ensuring that the client-vendor relationship remains within all legal and compliance guidelines mandated by the inhouse Legal & Compliance teams.

To work closely and in collaboration with the in-house quality assurance, training and knowledge management team members and with related stakeholders e.g. the Vendor Management Team, SVG, SAA and other business units.

Enhance or develop and maintain quality plans and Standard Operating Procedures (SOPs) for the QA/training initiatives, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned log, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions for both the company and its BPO partners. This will be done in collaboration with the internal QA, Training and Knowledge Management team.

The incumbent will be tasked to support and oversee the performance of a team of multiple Quality Managers/Leads and/or Quality Analysts at the Grab Support BPO contact centers, establishing processes and procedures, roles, work standards, work product schedules and delivery timelines, performance objectives, and enforcement through regular conversations, meetings and related engagement activities.

Ensures support is rendered to BPO Grab Support teams is sufficient and able to achieve standards for quality and related OKRs (KPIs) are met and initiates improvement actions when necessary.

Facilitates communications, daily team meetings, ongoing quality performance reviews, and calibration activities with BPOs and inhouse team respectively.

Conducts monthly performance review sessions with BPO QA/Training Managers, and related Operations Managers.

Conducts process and product audits to confirm compliance with company policies in all activities related to Quality & Training.

Make independent operational decisions as necessary to align with department objectives and ensure the Manager is kept informed of such decisions before execution or roll-out.

Provide leadership and structure to a high performing Quality team to accomplish service quality objectives for the regional consumer experience teams.

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.

Interpret and promote knowledge management standards and guidelines and best practices as a channel to sustain good quality performance.

Training:

To support, initiate, audit and make recommendations for the continuous improvement of services rendered by the BPO partners inline with the company's direction for training.

To support the quality related initiatives and channel feedback to the company through data, analytics and related reports in a timely manner.

Other duties as assigned.

Role Requirements

Excellent written and spoken English language skills.

Experience in working with Contact Center BPO and/ or Shared Services.

Proficiency in working cross-functionally and regionally with distributed teams, with diverse cultures and languages.

Strong organizational skills, self-driven, independent and has the ability to multitask and prioritize in a fast-paced environment.

Strong data and analytical skills

Competent in Excel Skills

Strong attention to detail.

Minimum of 2 - 5 years' experience in a similar role.

Excellent computer skills with MS Office and familiar with Google Suites.

Content / Knowledge Management know-how and familiarity with platforms is a plus.

Experience with digital content production and ability to apply UX concepts to graphic design, photo-editing, and video production is not mandatory but definitely an added advantage.