Quality Assurance Lead
2 weeks ago
About the Role:
">- We are seeking a Quality Assurance Lead to join our team at Plaza Premium Group, responsible for overseeing operational quality assurance and customer experience initiatives globally.
- The successful candidate will drive continuous improvement processes aligned with our company's vision, ensuring that our guests have an exceptional experience.
Key Responsibilities:
">- Implement and execute quality assurance initiatives to enhance customer experience and journey.
- Develop and monitor Service Level Agreements (SLAs) for new and existing lounges, hotels, and other services.
- Analyze guest feedback to drive improvements in service delivery and organization CSAT, NPS, and GRI scores.
- Collaborate with Service Excellence and Customer Engagement teams to support operational training and develop customer-centric strategies.
Additional Responsibilities:
">- Conduct regular reviews of operational performance indices and guest feedback to identify areas for improvement.
- Provide on-site support, evaluation, and troubleshooting for operational entities as needed.
- Facilitate process improvement initiatives using quality tools and ensure improvements are measurable and sustainable.
- Guide business units in adopting Total Quality Management (TQM) principles to enhance service excellence.
Requirements:
">- Minimum 8 years of experience in luxury hospitality, preferably with regional or cluster management experience.
- A degree or higher diploma in Hospitality, Business, or a related field is preferred. Six Sigma Belt certification is a plus.
- Strong analytical and problem-solving skills, with experience in data analysis and quality tools. Excellent interpersonal and communication skills, with fluency in English (Mandarin is a plus). Experience in service recovery, guest relations, and conflict resolution. Familiarity with ISO 9001:2015 standards is preferred.
- Travel: Willingness to travel regionally for site visits and operational support as required.
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