QUALITY ANALYST

VỊ TRÍ: QUALITY ANALYST
MÔ TẢ CÔNG VIỆC:
The day-to-day activities:
– Review and rate phone call recordings/email/live chat responses of Grab Support (GS) professionals using the prescribed quality guidelines and ensure audit delivery to the operations is done properly
– Provide clear, detailed and actionable constructive feedback and recommendations to the Team Manager in-charge in order to improve the quality of GS
– Work closely with local teams (IH and BPO) and regional stakeholders to revise or establish new alignments in order to improve processes, call flows, scripts, and guidelines based on actual call and email reviews and observations
– Generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by TQA Management
– Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to management
– Conduct training sessions for the Grab Support team
– Assesses employee training needs and provides feedback to management
– Participate in other ad-hoc projects to enhance the engagement and working spirits of the GS department.
YÊU CẦU CÔNG VIỆC:
The must haves:
– Degree/diploma holder
– At least 1 year experience in a Contact Center environment is preferred
– Highly proficient in spoken and written English
– Training background will be an advantage
– Advance knowledge in MS Office especially MS excel
– Excellent written and spoken communication skills
– Strong problem-solving skills
– Innovative and creative thinking
– Meticulous & patient.
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.
CÁCH THỨC ỨNG TUYỂN:
Apply via link: https://grab.careers/jobs/job-details/?id=36bfccfed6ae1001458353dfd9420002
THÔNG TIN LIÊN HỆ:
CÔNG TY TNHH GRAB
Địa chỉ: Tòa nhà Mapletree Business Centre, 1060 Nguyễn Văn Linh, Phường Tân Phong, Quận 7, Thành phố Hồ Chí Minh