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