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 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

• Manager, Operational Excellence & Quality (Secure Logistic Services)

  Certis · Singapore

• Asst Director, Quality Service Management

  Tan Tock Seng Hospital · Singapore, Singapore

• Sr Asst Manager, Quality Service Management (QSM)

  Tan Tock Seng Hospital · Singapore, Singapore

• Senior Executive / Assistant Manager Service Culture & Quality

  Singapore Airlines · Singapore, Singapore

• AI Model Evaluation & Quality Strategy Specialist Graduate (AI Data Service Operations) - 2027 Start

  TikTok For Business MEA · Singapore, Singapore