Job Description

:

Get to know our Digital Bank team:

Grab is leading a consortium for Digital Bank license and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

Get to know the role:

Reporting into the Head of Contact Services/Customer Support, the Service Assurance & Quality Analyst is responsible for developing, shaping and executing the digital banking customer servicing strategy, as well as responsible for the smooth operation of the bank\xe2\x80\x99s contact support team, where customer support executives interact with the bank\xe2\x80\x99s customers across different touch points.

Support delivery of a great customer experience by identifying strengths and/or development opportunities in the Digibank Contact Support agents, in the way they are interacting with customers through reviews of phone/recording and chat/email responses of CS agents using the prescribed quality guidelines

Support the operations teams to be able to achieve standards for quality and related OKRs (KPIs) are met and initiates improvement actions, when necessary, by

Providing clear, detailed and actionable constructive feedback to CS agents and recommendations to CS team managers/leads

Recommend ways to improve processes, call flows, scripts and guidelines based on actual calls and chat/email reviews and observations

Document quality assessments, generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by Training & Quality Assurance framework

The must haves:

3-5 years experience in a Contact Centre / Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers

Prior experience in training/QA/continuous improvement preferred

Prior experience in text-based chat as well as voice calls preferred

Bachelor\xe2\x80\x99s degree in a related field

Solid knowledge and understanding of contact centre technology, processes and operations

Must be proficient in the language(s) required by the process

Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite

Ability to communicate results to management and in a fast-paced environment;

Customer centric and attention to detail

Ability to work both independently and in a team environment

Outstanding organizational skills with multitasking skills

Strong acumen in data analysis, reporting, time management and organisational skills

Grab