Senior Quality Assurance Manager

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Plaza Premium Group Full time
Job Overview

At Plaza Premium Group, we are seeking a Senior Quality Assurance Manager to lead our Customer Experience & Quality Assurance team. This is an exceptional opportunity for a highly motivated and experienced professional to drive continuous improvement processes and ensure quality standards are consistently met.

The successful candidate will be responsible for overseeing operational quality assurance and customer experience initiatives across business units globally. This includes implementing and executing quality assurance initiatives, developing and monitoring Service Level Agreements (SLAs), analyzing guest feedback, and providing actionable recommendations for service delivery improvements.

We offer a competitive salary and benefits package, as well as opportunities for career growth and development in the luxury hospitality industry.

Key Responsibilities
  • Implement and execute quality assurance initiatives across business units to enhance customer experience and journey.
  • Support the development and monitoring of Service Level Agreements (SLAs) for new and existing lounges, hotels, and other services.
  • Analyze guest feedback (online and offline) and satisfaction surveys to drive improvements in guest service delivery and the organization's CSAT, NPS, and GRI scores.


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