Quality & Compliance Consultant

First, here are what you’ll receive for the great work you provide:

• Lifestyles Benefits (dental, vision, medical checks, vacations, wellness)
• Insurance coverage for Term Life, Inpatient, Outpatient (extended to family members)
• Birthday Gift
• Festive Celebrations

Overall Purpose of the Job

To design, plan, and implement Aspire Lifestyles Service Delivery Quality standards, processes, and policies relevant to day-to-day Service delivery. To create innovative “Aspire Lifestyles specific” quality standards based on local client requirements including tools to measure relevant local quality indicators. The Quality Assurance Supervisor drives quality measures through bespoke quality processes and tools to track effectiveness of ongoing learning initiatives. This position will support Service Delivery team in ensuring that the effectiveness and efficiency of the operations through people and processes. This is done through reporting and data analytics. He/She will ensure that the company’s processes and procedures are kept at the highest standards.

Overview

The Quality Assurance Supervisor will be responsible in driving the Quality and Audit agenda across the platform aligned within Group’s framework. • He/She will also be responsible for all feedback management process, call reviews and case audits. 

• The key client segments are: 

o Banks: Private Banking, Wealth Management, Credit Card Issuing Banks 

o Credit Card and Insurance Organizations 

o Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

Specific Responsibilities

• Directs the design, planning and implementation of local Operations quality programs, policies, and procedures 

• Ensures that Service Delivery team are aware of the appropriate policies and governance, processes, and controls to apply their skills, knowledge, and experience to fulfill the short and long-term ambitions of the Aspire Lifestyles organization 

• Ensure that call reviews, case audits and coaching are done for all Concierges on a regular basis as mandated by Group Aspire Lifestyles Centre Standards

• Investigates feedback (escalations, service lapses/ complaints) and compliment that comes through and provides findings to Service Delivery team for resolution and recognition respectively 

• Provides an analysis of feedback, call reviews and case audits to Service Delivery Managers/Supervisors and L&D for operational efficiency and to support the delivery of positive customer experiences and continuously improve Quality (Case and Call), Net Promoter Score (NPS) and Customer Satisfaction (CSAT). 

• Drives review and coaching methodologies that inspire and motivate teams to learn, grow and perform 

• Delivers Corporate quality and compliance initiatives (policies, procedures) as set forth by the Corporate to enable high quality, secure and compliant delivery in Aspire Lifestyles platforms 

• Ensures that all service and operational gaps are looped back into Service Delivery and Training so that a collective plan of action for driving improvement occurs 

• Development and delivery of local and global quality standards to support client rollouts, coaching and team member development 

• Implements and maintains quality standards that provide the platform with best practice guidelines required to serve our clients and customers 

• Supports the management, tracking, investigation, implementation and review of compliance and regulatory guidelines (e.g. Aspire Lifestyles Centre Standards, PCI DSS, ISO) in the development of service delivery policies and compliance and standards documentation. 

• Assists with the review of defects and quality escalations to recommend/lead improvement initiatives (e.g. process/policy/technology enhancement or support refresher training) to prevent reoccurrences 

• Drives call and case calibration sessions 

• Support Sales and Marketing with the facilitation and preparation of Client audits • Assists in the training and mentoring of new local Aspire Lifestyle team member 

• Be a role model in exhibiting our core values to all stakeholders at all times.

Required Competencies: 

• Strong interpersonal skills 

• Strong customer orientation with a positive mindset and attitude 

• Highly adaptable and agile to a dynamic changing environment 

• Strong team spirited mindset • Possess an analytical and attention to details

Required Work Experience/Knowledge: 

• Expected more than 3 experience in similar capacity – as a Quality Assurance 

• Previous Quality, Customer Experience and Compliance experience within an operations or technical environment 

• Possess project management experience will be an advantage