Manager, Quality Assurance

2 weeks ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:
**Senior Manager, Quality Assurance & Delivery**:
**Role Purpose**:
Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.

**Key Accountability**:

- Service Quality Assurance (SQA) Planning and Management: Conducting regular service quality assurance across all MAG pillar to ensure adherence to Group Customer Experience blueprint strategy and standards.
- Service Quality Assurance Execution: Independently evaluating quality and performance across all touchpoints using KPIs benchmarked against industry best practices and organizational goals.
- SQA Framework Maintenance: Regularly updating the SQA framework to incorporate learnings from VOC and updates in product/service policies.
- SQA Training Program Development: Leading the creation of a comprehensive training program for SQA audit staff, focusing on continuous learning, coaching, and professional growth.
- Engagement with Management and Business Units: Keeping open lines of communication with management and business units to discuss and report on service issues.
- SQA Standards Upholding: Establishing and maintaining high service quality standards that reflect the organization's brand and meet customer expectations.
- Continuous Service Quality Enhancement: Refining audit processes through evaluations for service delivery improvement, which may include process optimizations, technology updates, or procedural adjustments.
- Monitoring Mechanisms Implementation: Setting up continuous service quality assessment methods such as (but not limited to) customer surveys, feedback analysis, and mystery shopping within the QA Department's purview.
- Leadership and Team Development: Leading the QA team towards excellence and improvement, setting objectives, fostering teamwork, and ensuring regular training.

**Qualifications**:

- Diploma or Degree in any relevant field.
- Minimum 7 years of working experience in Quality Assurance, team management, customer experience and engagement.

**Skills & Knowledge**:

- Experienced in executing and maintaining QA strategies and process improvements.
- Experience in managing customer experience to enhance satisfaction.
- Proficiency in using data analysis for service quality improvements.
- Strong project management skills in executing QA initiatives.
- Experience in leading training programs for QA team, and engagement with Business Units to guide on SQA findings.

**Key Challenges**:

- Analytical thinker with the ability to uncover insights for quality improvement.
- Excellent communicator, skilled in both written and verbal communication.
- Effective leader, motivating teams towards service quality goals.
- Skilled problem-solver, adept at finding solutions in pressure situations.
- Agile and adaptable, embracing changes and new technologies for improvement.
- Detail-oriented, ensuring high-quality customer interactions.
- Customer-focused, prioritizing satisfaction and experience.

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