Quality AnalystGrabTaxi Pte Ltd

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 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. JOB PURPOSE: More than 6 in 10 Southeast Asians are unbanked or underbanked today. Grab Financial Group (GFG) aims to change that by empowering everyone with simple, transparent, and flexible financial products (GrabPay, GrabFinance, GrabInsure, GrabInvest). We promote ease to our Consumers as well as our Driver and Merchant Partners in using these financial products/services. The Grab Support Financial Services (GSFi) team prides itself on ensuring that we uphold our Consumer First principle while supporting our GFG consumers and partners seamlessly. We aspire to build meaningful relationships with our Consumers / Partners and deliver world class financial service. This is an opportunity for a Quality Assurance professional from the financial industry to be part of a fast evolving consumer centric organization with the mission to support our users on the journeys of their lives with a world class experience across Southeast Asia. GET TO KNOW THE ROLE: This role is responsible for monitoring and upholding the service quality of the in-country consumer/partner support team supporting Grab's financial services, monitoring and driving consistent superb service levels from human assisted and/or digital supported channels Provide quality assurance support to the consumer / partner support executives serving Grab financial services customers in the Philippines Execute, monitor and audit service quality and adherence to SOPs and SLAs of the support operations teams. QA scope including SOPs for: Audits, Calibration, DSAT Scrubbing, Certification for QA Review and rate consumer/partner contacts from various channels including but not limited to call recordings, email, chat responses, rate and assess support executives using the prescribed quality guidelines and benchmark with industry FIs Develop and monitor regular service quality scores, reports and dashboards (e.g. API dashboards, QA audit forms) , generate insights and highlight opportunities or alarming areas to GS country heads and regional QA lead for investigation and performance gap closure Provide clear, detailed and actionable constructive feedback and tracking to our support executives and improvement recommendations to the Supervisor in-charge. Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist. Collaborate with Regional QA lead to implement region wide QA standards and governance in day-to-day QA workflow and processes Be the strong advocate of superb and consistent service quality delivery through systematic monitoring, tracking of service performance against SOPs and targets Passionate and committed to inspire and bring the best out of the teams and individuals with the objective to raise the bar and bring up the financial competency and skills in the agents to world class standard QUALIFICATIONS AND EXPERIENCE: Bachelor's degree in either Business or related discipline or equivalent (preferred) At least 2-4 years experience in the same capacity in a Customer Service organisation in financial/ banking industry or payment processors Familiarity with payment wallet, cards, wealth, insurance products, risks operations, client money protection, personal data privacy policies would be a definite advantage Banking industry certification would be a plus Strong acumen in data analysis, reporting, time management, and organizational skills Project management experience preferred but not a must Exposure to Zendesk preferred but not a must Live chat and digital servicing channels and analytics will be an added advantage Advanced presentation, interpersonal, time management, and organizational skills Proficiency in using Microsoft products such as Excel, PowerPoint, Word / Google Doc, Sheet, Slide Ability to communicate results to management and in a fast paced environment Can thrive under minimal supervision Ability to work both independently and in a team environment Outstanding organizational skills with multitasking skills Customer centric and attention to details 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.
Monster

Philippines
Permanent
Full-time