QA Customer Experience - Call Center


    • • good career
    • • competitive salary
    • • growth company


    Job Description :
    • Review and rate phone call recordings and email responses of Customer Experience representatives using the prescribed quality guidelines
    • Provide clear, detailed and actionable constructive feedback to or Customer Experience representative and recommendations to the Supervisor in-charge
    • Facilitate calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors
    • Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist
    • Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations
    • Document quality assessments and feedback
    • Generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by TQA Management
    • Continuously learn and update oneself on the latest product and process
    Requirements :
    • Bachelor's degree in either Education, Communications, Business or a related discipline; or equivalent combination of education and experience that is required for the specific job level
    • (Minimum of 1 year, 2 years and above preferred)
    • Excellent English in written and spoken communication
    • High knowledge of the company's products, services and business operations (If internal applicant)
    • Project coordination experience preferred
    • Strong acumen in data analysis, reporting, time management, and organizational skills
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    Deskripsi Perusahaan

    Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.

    Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.