Be part of building a high-impact Customer Experience Centre for a growing ANZ hospitality portfolio
The Opportunity
We're looking for a Quality Assurance & Training Manager to play a key role in shaping a newly established Customer Experience Centre (CEC) supporting a multi-property holiday accommodation group across Australia and New Zealand. This role is critical in driving service excellence, consistency, and commercial performance across all customer interactions. You'll lead the development and continuous improvement of quality frameworks, training programs, and performance standards, ensuring frontline teams are equipped to deliver exceptional guest experiences while achieving conversion and revenue outcomes.
Why join us
- Proudly Great Place to Work® certified
- Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
- Grow with stability: 100+ in our 10-Year Club by 2025
- Dynamic talent network: 2,000+ across APAC and beyond
- Competitive compensation with annual reviews
- Comprehensive medical care for you and your family
- Generous paid leave because work-life balance matters
- Level up with LinkedIn Learning and tailored training
- Flexible work setup
Staff Testimonial
Stepping out of your comfort zone opens a whole new world of opportunities for you. — Performance Manager, ASW Philippines.
What You'll Do
- Design and enhance quality assurance frameworks, including scorecards, audits, and calibration standards
- Develop and deliver training programs focused on service excellence, conversion, and customer engagement
- Analyse performance data to identify trends, gaps, and opportunities for improvement
- Partner with leadership to drive coaching practices that improve team capability and performance
- Build and maintain training materials, playbooks, and structured capability pathways
- Lead process improvement initiatives to enhance consistency, efficiency, and customer experience
- Collaborate with cross-functional teams and support ongoing transformation as the CEC scales
Key Criteria
- 7+ years of experience in QA, training, or operational performance within a contact centre, hospitality, or service environment
- Amenable to working on a shifting schedule aligned with contact centre operations during the initial phase, with potential transition to standard business hours over time
- Strong data-driven mindset with ability to translate insights into actionable performance improvements
- Proven experience designing and improving quality frameworks and training programs
- Excellent coaching, facilitation, and stakeholder management skills
- Comfortable working in a fast-paced, evolving environment with both strategic and hands-on responsibilities
- Exposure to reservations or revenue-driven environments, with understanding of conversion and cross-selling
Work setup
- Manila (BGC, Taguig): Australian and New Zealand hours on a shifting work schedule between 2:00 AM – 9:00 PM PHT. Hybrid work arrangement, requiring onsite presence only once per month after the initial onboarding period.
