Quality Governance Specialist - Merchant Core Operations

Job Description

Get to Know the Team

The Merchant Core Operations team supports the merchant journey on Grab, from onboarding and activation through ongoing Merchant Support. We ensure merchants are activated within SLA, and we consistently maintain quality standards across Onboarding and Merchant Support. Working with the Centre of Excellence (COE), Product, Commercial, and Compliance teams, we manage day-to-day operations while driving process improvements, product enhancements, and automation initiatives.

Get to Know the Role

This role within Merchant Core Operations' Quality Governance team focuses on driving merchant data integrity across systems. You will own and maintain the Data Governance Dashboard, a key internal monitoring tool, using SQL and data analytics to pinpoint discrepancies and collaborate with cross-functional teams to resolve them at the source. Beyond monitoring, you will help shift the team from reactive troubleshooting to proactive prevention by identifying patterns, diagnosing root causes, and supporting system and process fixes.

This position is ideal for a structured, data-driven problem solver who takes full ownership and excels at cross-team root-cause resolution.

You will report to the Manager, Merchant Core Operations. This role is based at 1 First Avenue, Bandar Utama.

Contract Duration: This is a two(2)-year fixed-term contract position.

The Critical Tasks You Will Perform

Own and Validate the Dashboard: Maintain the Data Governance Dashboard to ensure data is accurate and up to date. Run regular validation checks, identify anomalies, flag discrepancies to relevant teams, and track them through to closure.

Investigate Root Causes and Drive Fixes: Analyze data across systems, using SQL, data analytics, or diagnostic tools to trace discrepancies and quantify their impact. Identify recurring trends to pinpoint root causes and process gaps, then propose actionable fixes to cross-functional teams and refine them based on feedback.

Expand Detection Coverage: Identify gaps in current dashboard coverage. Propose new detection rules/checks and collaborate with stakeholders to build, test, and deploy them.

What Essential Skills You Will Need

Experience: Around 2 to 3 years in operations, data quality, analytics or a related field.

Dashboard & Analytics: Hands-on experience maintaining or building dashboards in tools such as Superset or Tableau. Strong in Excel and Google Sheets (complex formulas, pivot tables) for rapid analysis and reporting.

SQL: Able to write SQL queries independently (joins, aggregations, filtering) to investigate and validate data across systems.

Structured Thinking: Breaks down unclear problems, forms a hypothesis, tests it with data and lands on a clear recommendation. Look for the pattern behind recurring issues, not just the single case.

Ownership & Stakeholder Management: Takes full ownership of the Data Governance Dashboard and its outcomes, delivering end to end and raising blockers early. Works closely with Operations, Commercial and COE teams, builds trust, communicates clearly, and follows up persistently until discrepancies are resolved and actions are closed.

Qualifications

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.