Senior AI Operations Quality & Process Lead

GRAB; Selangor; On-site; MYR 67,000 - 112,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab is seeking a Senior Executive in Operations Excellence & Governance to quality‑check AI-generated outputs and drive workflow improvements. You will own audits, map end‑to‑end processes, and craft documentation to support both human agents and AI models.

You will report to the Platform Quality & Experience team, working on scalable governance within Grab’s operations. This role demands hands‑on execution and a proactive mindset around AI and process optimization.

Qualifications

• 3+ years of experience in operations, business process improvement, project management, quality assurance, or related field.
• Strong analytical and process thinking to break down and fix processes at scale.
• Familiarity with AI tools or automation platforms is a plus; curiosity about AI failures is essential.
• Basic SQL is an advantage for pulling data to support QA findings and diagnostics.
• Clear, structured written communication for documentation used by humans and AI systems.

Responsibilities

• Execute a QA/QC audit framework for AI-generated ticket responses against defined standards.
• Map existing operational workflows end-to-end, identify bottlenecks and automate where possible.
• Build and maintain process documentation (SOPs, decision trees, workflow guides) supporting humans and AI.

Skills

3+ years experience

Analytical thinking

AI tools familiarity

SQL basics

Written communication

Job description

Grab is seeking a Senior Executive in Operations Excellence & Governance to quality‑check AI-generated outputs and drive workflow improvements. You will own audits, map end‑to‑end processes, and craft documentation to support both human agents and AI models.

You will report to the Platform Quality & Experience team, working on scalable governance within Grab’s operations. This role demands hands‑on execution and a proactive mindset around AI and process optimization.