Executive Escalations & Quality Assurance Specialist

GrabTaxi Holdings Pte. Ltd.; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental Leave

Birthday Leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

GrabTaxi Holdings Pte. Ltd. in Malaysia (Petaling Jaya) is seeking a Service Success Specialist to own high-priority escalations across MYSG, driving forensic deep-dives and root-cause analysis to protect brand and regulatory compliance.

You will collaborate with Legal, Public Affairs, and Operations, report to the Service Success Manager, and work onsite in Petaling Jaya, with a focus on preventing recurrence and delivering data-driven improvements.

Qualifications

• 3+ years handling high-severity escalations in tech/e-commerce.
• Proficient in 5-Whys root-cause analyses and data-driven insights.
• Excellent written English and Bahasa with executive drafting skills.
• Experience with Lean, Six Sigma, or similar process-improvement methods.

Responsibilities

• Own end-to-end resolution for CEO, executive, and regulatory escalations across MYSG.
• Adhere to 15-minute acknowledgement and 7-day resolution timelines.
• Draft empathetic, risk-mitigated executive write-ups with Legal and Compliance.
• Identify root causes to prevent recurrence across MYSG operations.
• Perform forensic deep-dives on high-severity cases and isolate root causes.
• Collaborate with BPI and Systems for post-fix validation of changes.
• Maintain comprehensive records and audit trails for regulatory readiness.

Skills

Escalations management

Root Cause Analysis

Executive communication

Lean / Six Sigma

Stakeholder management

Bi-lingual English/Bahasa

Education

Bachelor's degree in related field

Job description

GrabTaxi Holdings Pte. Ltd. in Malaysia (Petaling Jaya) is seeking a Service Success Specialist to own high-priority escalations across MYSG, driving forensic deep-dives and root-cause analysis to protect brand and regulatory compliance.

You will collaborate with Legal, Public Affairs, and Operations, report to the Service Success Manager, and work onsite in Petaling Jaya, with a focus on preventing recurrence and delivering data-driven improvements.