Quality and Compliance Specialist

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Date: Apr 8, 2026

Location: Mumbai, IN, 400059

Company: International SOS

About Aspire Lifestyles

Aspire Lifestyles, an International SOS Company is a Concierge industry pioneer with nearly 30 years of experience designing and managing high-performance loyalty and Concierge programs. Aspire Lifestyles continues to push the industry to the next level with innovative program design and features. With integrated global operations in 21 markets, robust digital platforms, an unmatched degree of global lifestyle partnerships, and a blueprint for savvy social media marketing, Aspire Lifestyles continues to shape the future of customer engagement and relationship management strategies.

Position Summary

To be the expert, to design, plan, and implement the Quality and Compliance local agenda. Responsible for developing, standardizing, and implementing local learning curriculums to up-skill and cross-skill all Service Delivery team members to ensure quality, competency, confidence, and compliance to Aspire Lifestyles programs meeting, and exceeding our client and customer expectations, every time.
Ensuring that the quality outcomes meet the global, regional, and local best practices, guidelines, policies, standard operating processes & procedures, and business needs.

Key Responsibilities

Business Development
To deliver on established plans, ensuring adoption of best practices including measurable outcomes, and engaging cross-functional stakeholders in the process.
Working with local operations management to ensure there is a plan in place to fulfill Internal Audit requirements or/and ISO9001:2015 (as applicable).
All local center innovation and/or improvement initiatives must be loaded onto the QII Portal.
Support the implementation of new NPS promoter survey programs.
 Schedule & document monthly meetings in conjunction with L&D & relevant stakeholders (e.g. SD) to review quality evaluations outcomes, NPS, Hydra, client outcomes (e.g., benefits, programs, initiatives), and real-time observations as inputs to developing supporting QC intervention.
 Team Building and Retention
Maximize performance, development opportunities, and retention across concierge platforms.
Support the platform in the effort to have a constant, standard process in the strategy of team retention.
Ensure all team members have a relevant platform to obtain feedback through coaching to improve their service delivery to our clients/customers.
Quality of Service Delivery
Support the evaluation of Customer Experience using various tools/systems and success measures.
Tracking, reviewing, and monitoring of scorecards i.e., feedback, interaction reviews, and case audits.
Deliver effective complaint & escalations management and service recovery processes. Including but not limited to investigation, root cause analysis and accurate documentation within Hydra Feedback and compliance with the group procedure(s).
In alignment to internal and client standards, perform interaction evaluations and calibrations to ensure standardization within the local platform and globally.
Attend and support Daily Huddles with recommended interventions and updates.
Productivity Improvements
Driving a step-change in the efficiency of the local center.
Compliance with reporting and required quotas of quality & compliance tasks.
Identification, definition, and implementation of process improvement to improve customer experience.
Initiatives
Align with business strategy supporting the implementation of projects and global, regional, and local projects/initiatives.
Other Duties
Works within and promotes all Aspire Lifestyles and International SOS policies, procedures, and values.
Undertakes project work and other duties as direct by management
Be role models and reinforces the Company’s values – Passion, Expertise, Respect, and Care.

 

Job Requirement

Required Work Experience/Knowledge:
Geographical awareness and cultural sensitivity
Previous Learning & Development and Quality Compliance experience within an operation or technical environment
Project Management experience is an advantage
Concierge, Hospitality, Luxury, or another similar sector operational background (e.g., logistics, security, shared service)
Desirable Work Experience:
Experience in the banking/hotel/travel industry
Required Qualifications:
Tertiary educational qualifications relevant to the service industry, quality evaluations, audit or adult learning, and development management
Travel Requirements:
To travel as needed locally and globally
To support others, Aspire Lifestyles locations as and when required
Required Languages:
Excellent oral and written English language skills
Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
As required

 

We take care of our employees

Medical coverage for employee

Highly engaged and empowered work culture

Continuous learning & development