Senior Associate, Platform Quality Operations

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Quality team is a subset of the Platform Safety and Quality team. We ensure that the quality of passengers, drivers and merchants are monitored on the platform.

Through constant development and new ideas to the business policies, the Quality team aligns itself and is committed in making sure that fair and equal implementation of Delivery/Partner Guidelines is concluded.

Get to Know the Role

You will ensure the quality of our driver partners and mitigating fraud risks. You will monitor and improve the quality of services provided by our drivers, developing quality policies, leading projects to enhance overall driver satisfaction, and implementing fraud detection and prevention measures.

You will report directly to the Manager of Partner Quality and Training PH. You will be based onsite at our Marikina office with flexible work arrangements.

The Critical Tasks You Will Perform

• You will establish quality guidelines for drivers. Ensure these standards align with Grab's overall our goals.
• You will review drivers performance data to identify areas for improvement.
• You will lead projects to improve the quality of services provided by our driver. This may involve developing training programs, providing feedback, or implementing new processes.
• You will develop and implement strategies to prevent fraud. This includes creating procedures, educating drivers about fraud risks, and implementing security measures.
• You will use data analysis and other detection tools to identify potential fraudulent activities. Respond swiftly to any detected fraud, which may include conducting investigations, taking corrective action, and working with law enforcement agencies if necessary.
• You will report on driver quality and fraud metrics, providing insights to senior management.

What Essential Skills You Will Need

• You have a bachelor's degree in Business, Quality Management, Risk Management, or a related field.
• You have 4+ years of experience in quality management or fraud prevention role.
• You have experience interpreting complex data.
• You have knowledge of quality assurance practices and fraud detection and prevention techniques.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.