Assistant Manager, Quality & Compliance

About us

Are you passionate about delivering exceptional service and creating memorable experiences? This is an amazing opportunity to join Aspire Lifestyles (a subsidiary of International SOS), the world's largest premium concierge and affluent service provider. The Aspire Lifestyles delivery model assists companies and some of the world’s most premier brands to drive loyalty and create value in their customer portfolios.

Your Role:

• Implement and maintain quality standards to provide teams with best practice guidelines required to serve our clients and customers
• Conduct quality reviews of team member interactions across all inbound and outbound channels on a regular basis and conduct coaching
• Investigate on defects and complaints to provide and enforce initiatives to improve the service standards and drives a greater customer satisfaction
• Support to manage, track, investigate and review of compliance and regulatory guidelines (e.g. Company Standards, PCI DSS, ISO)
• Compile various analytical reports as required by management in a timely basis
• Drive the operational review and documentation of compliance risks
• Partner with Group resources to leverage best practices and embed Company branded material and “blended" learning methods into training
• Participate in quality assurance and user acceptance testing for software enhancement projects
• Collaborate with different stakeholders to identify training needs
• Support and participate in preparation of various internal and external audits
• Other ad-hoc project assigned by the Management

Ideal Candidate Profile:

• Higher Diploma / Bachelor’s Degree in Quality Assurance or related disciplines
• Minimum 4 years of experience in quality and compliance in customer service, concierge, hospitality, luxury or other similar industry
• Well-organized with strong analytical and problem-solving skills
• Detail-minded and able to work independently
• Good team player and able to communicate with different stakeholders 
• Excellent in both spoken and written English and Chinese
• Proficient with computer skills and Microsoft Office, Excel & PowerPoint
• Less experience can be considered as Specialist
• Immediately available is highly preferred