Executive / Senior Executive / Assistant Manager Service Quality and Compliance

Job Description

The successful candidate will be a part of the Service Culture & Quality Department, under the Customer Services & Operations Division. The role is crucial in protecting consistency in service standards, building auditor capability, identifying service delivery gaps and enabling targeted interventions and coaching.

Key Responsibilities

• Develop and maintain service standards Quality Assurance (QA) framework for airport processes (check-in, boarding, lounge, concierge etc)
• Develop and maintain QA framework (QA setup, programme, schedule, auditor requirements and training programme)
• Design/update QA monitoring tools (checklists, guides, templates)
• Recruit and develop auditor capability
• Recruit auditors to support approved QA schedule
• Onboard, train and develop auditors
• Ensure consistency across multiple auditors and operational environments
• Calibration management
• Conduct quarterly calibration and alignment sessions
• Document outcomes and update guidance as needed
• Reporting and insights
• Conduct audits and analyse findings
• Issue reports and present recommendations to stakeholders
• Identify root causes between behavioural, capability and/or process gaps
• Continuous improvement
• Collate and track interventions/action plans
• Validate effectiveness via followup (reaudit/spot checks)
• Manage resistance to audit findings and corrective actions
• Advise on quality-related operational improvements and escalate persistent non-compliance/quality risks
  
  

Requirements

• Bachelor's Degree in any discipline
• Customer service quality management in a premium hospitality or aviation / airport environment
• Experienced cabin crew are welcome to apply
• Prior experience with audit methodology and governance,and auditor capability development
• Experience with data analytics and reporting
• Strong analytical thinking skills
• Strong stakeholder management and influencing