The Quality Assurance (QA) Analyst is responsible for evaluating the performance of Grab Support teams that assist our Driver-Partners (Dax), Passengers (Pax), and Merchants (Mex). The QA Analyst monitors inbound and outbound calls, emails, and chat interactions to assess agent demeanor, technical accuracy, customer service quality, and adherence to company policies and procedures. This role also helps design and implement Grab Support’s quality processes and procedures and recommends updates to training materials to improve the overall user experience.

• Standardization of Processes: To ensure that agents follow standardized procedures, reducing variability and improving consistency in service delivery.
• Identification of Training Needs: Through monitoring evaluation, identify areas where agents may need additional training, helping to enhance their skills and competencies.
• Feedback and Coaching: To provide structured feedback and coaching to agents, addressing specific areas for improvement and reinforcing best practices.
• Early Detection of Issues: Processes help in the early detection of potential issues or errors, allowing for timely corrective actions before they escalate into larger problems.
• Compliance Monitoring: To ensure that agents comply with regulatory requirements and company policies, minimizing legal and operational risks.
• Performance Metrics: To track performance metrics to assess agent effectiveness and identify trends, guiding strategic decisions for improvement.
• Risk Mitigation: By analyzing processes and outcomes, QA helps in identifying and mitigating risks associated with agent actions and decisions.

• 1-2 years Contact Center Experience
• A bachelor's degree is a plus
• Excellent verbal, written, and interpersonal communication skills
• Detail oriented and critical thinker
• Outstanding customer service skills and dedication to providing quality customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Problem solving
• Coaching & training skills
• Able to effectively deal with people at all levels, internal and external
• English language & writing proficiency
• Excellent with Computer skill
• Familiar with Customer Service systems & tools