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

1. 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)
2. 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
3. Calibration management
   • Conduct quarterly calibration and alignment sessions
   • Document outcomes and update guidance as needed
4. 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
5. Continuous improvement
   • Collate and track interventions/action plans
   • Validate effectiveness via follow‑up (re‑audit/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