Quality & Safety Assurance Coordinator (Operations)

Grab is looking for a Quality & Safety Assurance Coordinator to help safeguard the safety and service quality of our driver-partners, passengers, and merchants on the Grab platform.

This role focuses on safety risk management, incident investigation, compliance audits, and quality monitoring, including fraud, behaviour, grooming, and vehicle condition. You will work closely with cross-functional teams to ensure that safety and quality standards are implemented consistently, audited regularly, and continuously improved.

Key Responsibilities

Safety & Risk Management

• Monitor and analyse safety-related KPIs/OKRs, identify trends and root causes, and recommend corrective or preventive actions.
• Investigate safety-related cases and incidents involving transport services, including accidents, behavioural complaints, and unsafe driving.
• Conduct safety audits for driver-partners and merchants, including vehicle condition, equipment or gear compliance, and process adherence.
• Support the development and enforcement of safety policies, SOPs, and checklists.
• Partner with internal teams to conduct safety awareness sessions, training, and refresher programs for driver-partners.

Quality Monitoring & Assurance

• Monitor quality OKRs and identify the root causes of service and safety issues.
• Review Eater reports, trip monitoring reports, and other operational reports to ensure that performance and safety indicators remain on track.
• Conduct reviews of 1–4 star passenger-rated trips to identify potential safety or service quality concerns.
• Monitor and address fraudulent activities related to Driver-Partner Ratings (DRP).
• Review GrabFood order cancellations, identify the source of cancellation, and detect patterns that may indicate quality, safety, or fraud risks.
• Monitor Merchant Quality Feedback (MQF) to support a consistently safe and high-quality platform experience.
• Take appropriate action on driver-induced cancellations, especially those involving safety or policy concerns.
• Ensure enforcement of gear compliance and other safety-related requirements.
• Review low DAX ratings with a focus on behaviour and safety, and recommend improvement actions.
• Conduct interviews and investigations with driver-partners flagged for fraud, behavioural, or safety issues, and recommend corrective actions where needed.
• Respond promptly to GS escalations related to quality, behaviour, or safety concerns.

Qualifications

• Bachelor’s degree with strong academic performance, or equivalent practical experience.
• Fluency in Burmese and English, both written and spoken.
• Strong interest in or experience with safety, compliance, audit, risk management, operations, or quality assurance.
• Strong analytical skills, with the ability to interpret data and identify safety and quality risks.
• Comfortable using technology and digital tools for monitoring, investigation, and reporting.
• Excellent interpersonal and communication skills, especially for handling sensitive investigations and stakeholder discussions.
• Proactive, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Strong problem-solving mindset and a passion for maintaining a safe and high-quality platform experience.

How to Apply

If you meet the qualifications for this role, please send your CV to phyoe.wai@grabtaxi.com

Only shortlisted candidates will be contacted.