Associate, Collections Analytics and QC

About the role

Join the Regional Collections team to manage data processes, quality assurance, and analytical workflows. You will focus on optimizing collection strategies while maintaining high standards for compliance and operational quality. In this capacity, you will leverage advanced analytical techniques to ensure that collection activities are efficient, effective, and aligned with business objectives. The role involves working with sophisticated data sets to identify patterns that drive smarter collection decisions and improve overall performance. You will be responsible for monitoring the quality of interactions and outputs to ensure they meet strict regulatory and internal benchmarks. This position requires a proactive approach to problem-solving and a commitment to maintaining the highest levels of accuracy in all deliverables. By integrating innovative technologies into daily workflows, you will contribute directly to the integrity and success of the collections function. Your work will support the broader goals of the organization by providing reliable insights that enhance decision-making processes.

Key facts

What you'll do

• Integrate conversational AI and LLMs like ChatGPT into existing workflows to refine analytics and quality control.
• Analyze data to uncover trends and develop actionable insights that improve collection outcomes.
• Conduct quality audits on communication templates and call interactions to ensure adherence to regulatory and internal standards.
• Collaborate with stakeholders to translate complex data findings into clear business strategies.
• Develop and implement metrics to evaluate the effectiveness of collections strategies and quality assurance processes.
• Utilize data visualization tools to present findings in a clear and impactful manner for diverse audiences.
• Partner with cross-functional teams to identify opportunities for process improvement and operational excellence.
• Monitor key performance indicators to ensure targets are met and to guide continuous optimization efforts.
• Provide subject matter expertise on collections best practices to support training and development initiatives.
• Contribute to the creation of documentation and standard operating procedures for analytics and quality control.
• Support the testing and validation of new tools and methodologies before full-scale deployment.
• Drive initiatives that enhance the accuracy and reliability of data used in collections decision-making.
• Lead focused projects aimed at reducing risk and improving compliance through data-driven recommendations.
• Foster a culture of data integrity and accountability within the collections operations framework.

Requirements

• Bachelor degree in Computer Science, Analytics, Business Artificial Intelligence Systems, or a related discipline.
• Minimum 1 year of professional experience in reporting and analysis, specifically involving AI-driven methodologies.
• Proficiency in SQL.
• Experience with AI-powered tools for collections optimization.
• Ability to explain technical concepts and prompt engineering techniques to non-technical team members.
• Candidates with less than 1 year of experience but strong relevant skills and interest are encouraged to apply.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills to effectively collaborate with team members and stakeholders.
• A demonstrated ability to work independently and take ownership of projects from start to finish.
• Willingness to adhere to company policies and procedures related to data security and confidentiality.
• Commitment to maintaining high ethical standards in all professional interactions and data handling practices.
• Capability to adapt to changing priorities and requirements in a dynamic business landscape.
• Readiness to engage in continuous learning to stay current with industry trends and technological advancements.

Practical notes

• Benefits include medical and term life insurance, plus GrabFlex for personalized perks.
• Leave policies cover parental, birthday, and Love-all-Serve-all (LASA) volunteering time.
• Access to the Grabber Assistance Programme for personal support.
• FlexWork arrangements available, including differentiated working hours.

The Associate, Collections Analytics and QC role at Grab presents an opportunity to contribute to a dynamic and rapidly evolving environment in Petaling Jaya, Malaysia. This position is designed for individuals who are passionate about leveraging data and technology to drive operational excellence. The successful candidate will play a key role in ensuring that collections processes are optimized, compliant, and aligned with strategic business goals. You will be expected to bring a strong analytical mindset and a commitment to quality in every task you undertake. The role offers exposure to cutting-edge technologies such as conversational AI and large language models, providing a platform for professional growth and skill development. Collaboration is central to this position, as you will work closely with various teams to achieve shared objectives and drive continuous improvement. The position is full-time and offers a comprehensive benefits package that includes medical and term life insurance. Grab also provides flexible leave policies, including parental leave, birthday leave, and LASA volunteering time, demonstrating the company's commitment to work-life balance and personal wellbeing. The Grabber Assistance Programme is available to offer personal support when needed, ensuring that employees have access to resources that promote mental and emotional health. FlexWork arrangements, including differentiated working hours, are provided to support individual productivity and accommodate diverse working styles. The role requires a Bachelor's degree in a relevant field such as Computer Science, Analytics, Business Artificial Intelligence Systems, or a related discipline. Candidates must possess a minimum of 1 year of professional experience in reporting and analysis with a focus on AI-driven methodologies. Proficiency in SQL is essential, as is experience with AI-powered tools for collections optimization. The ability to communicate technical concepts and prompt engineering techniques to non-technical stakeholders is a critical requirement for success in this role. While candidates with less than 1 year of experience are encouraged to apply, they must demonstrate strong relevant skills and a keen interest in the field. Attention to detail, strong communication abilities, and the capacity to manage multiple priorities are necessary attributes for this position. The role also demands a high level of integrity and a commitment to ethical practices in data handling and decision-making. You must be adaptable, willing to learn, and proactive in seeking out opportunities for professional development. This position involves a combination of independent work and cross-functional collaboration, requiring both self-motivation and teamwork. The successful candidate will be responsible for integrating new technologies into workflows, analyzing data for trends, and conducting quality audits to ensure compliance. You will translate complex findings into actionable strategies that support business objectives and drive improved outcomes. The role includes developing metrics, utilizing data visualization tools, and contributing to the creation of documentation and standard operating procedures. You will also support testing and validation efforts for new tools and methodologies. This position is part of the Regional Collections Analytics, QC & Training team and plays a vital role in supporting the collections function across Southeast Asia. Grab is a leading superapp that operates across multiple countries in the region, offering services such as ride-hailing, food delivery, package delivery, and digital financial services. Founded in 2012, Grab has established itself as a major player in the tech industry and went public on NASDAQ via SPAC in December 2021. By joining this team, you will be part of a growing organization that is committed to innovation, excellence, and making a meaningful impact in the digital economy. The Associate, Collections Analytics and QC position is ideal for detail-oriented professionals who thrive in fast-paced environments and are passionate about using data to drive results.