AI Operations Quality & Process Improvement Lead

Grab; Petaling Jaya; On-site; MYR 134,000 - 201,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab is seeking a hands-on professional in Platform Quality & Experience to own QA of AI-generated ticket responses and to drive process improvements within the Platform Governance team. The role is based at 1 First Avenue in Malaysia and focuses on ensuring policies are followed while optimizing operations.

You will map workflows end-to-end, identify bottlenecks, and implement automation to reduce manual steps while maintaining high standards of accuracy and tone.

Qualifications

• Minimum of 3 years' experience in operations, business process improvement, project management, quality assurance, or a related field.
• Strong analytical and process thinking: able to break down a process, spot what's broken, and design a fix that holds at scale.
• Familiarity with AI tools or automation platforms is a plus; intellectual curiosity about how AI works and where it fails is a must.
• Basic SQL is an advantage for pulling data to support QA findings and process diagnostics.
• Clear, structured written communication: you will produce documentation that both humans and AI systems depend on.

Responsibilities

• Audit a QA/QC framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality against defined standards to inform AI model improvements.
• Map existing operational workflows end-to-end; identify bottlenecks, manual steps, and failure points; propose and implement more efficient and automated alternatives.
• Build and maintain process documentation (SOPs, decision trees, and workflow guides) that supports both human agents and the AI model.

Skills

Operations

Process improvement

Quality assurance

Project management

Data analysis

SQL basics

Tools

SQL

Automation platforms

Job description

Grab is seeking a hands-on professional in Platform Quality & Experience to own QA of AI-generated ticket responses and to drive process improvements within the Platform Governance team. The role is based at 1 First Avenue in Malaysia and focuses on ensuring policies are followed while optimizing operations.

You will map workflows end-to-end, identify bottlenecks, and implement automation to reduce manual steps while maintaining high standards of accuracy and tone.