AI QA & Platform Process Improvement Lead

Grab; Petaling Jaya; On-site; MYR 78,000 - 134,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits package

Parental leave

Birthday leave

LASA volunteering leave

FlexWork hours

Job summary

Grab is seeking a hands-on professional to own QA of AI-generated ticket responses and drive process improvements within the Platform Governance team. Based at 1 First Avenue, you will audit AI outputs, map end-to-end workflows, and build documentation that helps both agents and AI systems operate more accurately and efficiently.

The role emphasizes strong analytical thinking, collaboration, and the ability to scale improvements across the organization in Malaysia.

Qualifications

• 3+ years in operations, process improvement, or quality assurance.
• Strong analytical and problem-solving skills.
• Familiarity with AI tools or automation is a plus.

Responsibilities

• QA/QC audit of AI-generated ticket responses.
• Map workflows end-to-end and identify bottlenecks.
• Create SOPs and workflow guides for humans and AI.

Skills

Operations

Process Improvement

Project Management

Quality Assurance

Data Analysis

Tools

SQL

Job description

Grab is seeking a hands-on professional to own QA of AI-generated ticket responses and drive process improvements within the Platform Governance team. Based at 1 First Avenue, you will audit AI outputs, map end-to-end workflows, and build documentation that helps both agents and AI systems operate more accurately and efficiently.

The role emphasizes strong analytical thinking, collaboration, and the ability to scale improvements across the organization in Malaysia.