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 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
