Quality & Compliance Consultant

OVERALL PURPOSE OF THE JOB

To design, plan, and implement Aspire Lifestyles Service Delivery Quality standards, processes, and policies relevant to day-to-day Service delivery. To create innovative “Aspire Lifestyles specific” quality standards based on local client requirements including tools to measure relevant local quality indicators. The Quality & Compliance Consultant drives quality measures through bespoke quality processes and tools to track effectiveness of ongoing learning initiatives.

This position will support Service Delivery team in ensuring that the effectiveness and efficiency of the operations through people and processes. This is done through reporting and data analytics. This role will ensure that the company’s processes and procedures are kept at the highest standards.

OVERVIEW

· The role will be responsible in driving the Quality and Audit agenda across the platform aligned within Group’s framework.

· The role will also be responsible for all feedback management process, call reviews and case audits.

SPECIFIC RESPONSIBILITIES

· Directs the design, planning and implementation of local Operations quality programs, policies, and procedures

· Ensure that Service Delivery team are aware of the appropriate policies and governance, processes, and controls to apply their skills, knowledge, and experience to fulfill the short and long-term ambitions of the Aspire Lifestyles organization

· Ensure that call reviews, case audits and coaching are done for all Concierges on a regular basis as mandated by Group Aspire Lifestyle Centre standards.

· Investigates feedback (escalations, service lapses/ complaints) and compliments that comes through and provides findings to Service Delivery team for resolution and recognition respectively.

· Provides analysis of feedback, call reviews and case audits to Service Delivery Managers/Supervisors and L&D for operational efficiency and to support the delivery of positive customer experiences and continuously improve Quality (Case and Call), Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

CANDIDATE PROFILE

Required Competencies:

· Strong interpersonal skills

· Strong customer orientation with a positive mindset and attitude

· Highly adaptable and agile to a dynamic changing environment

· Strong team spirited mindset

· Possess analytical and attention to details

· Able to multi-task and prioritize workloads to meet tight deadlines

· Positive approach to reviewing, coaching, and team development, views challenges as opportunities

Required Work Experience/Knowledge:

· Expected more than 3 experience in similar capacity – as a Quality Assurance [Prior experience in the hospitality or service-oriented industries—such as hotels, airlines, travel, or banking institutions—is preferred.]

· Previous Quality, Customer Experience and Compliance experience within an operations or technical environment

· Possess project management experience will be an advantage