Senior Executive / Assistant Manager, Quality Assurance & Training
Senior Executive / Assistant Manager, Quality Assurance & Training
the kallang group5-7 Years
Early Applicant
- Posted 8 months ago
- Be among the first 10 applicants
Job Description
Role Purpose
To drive consistent Service Excellence delivery by developing effective training programmes and implementing quality assurance processes across all customer touchpoints to elevate The Kallang Service Culture.
Key Responsibilities
Training & Development
- Design and deliver Service Excellence training for frontline and supervisory teams.
- Develop simple, practical training materials aligned to Service Excellence standards.
- Support onboarding, refresher training, and service campaigns.
Quality Assurance
- Implement and manage QA processes such as service observations, audits, and reviews.
- Monitor service delivery against agreed Service Excellence standards.
- Identify service gaps and recommend improvement actions.
Performance & Insights
- Review customer feedback, complaints, and service quality data.
- Track training effectiveness and service quality trends.
- Provide clear insights and recommendations to stakeholders.
Stakeholder Collaboration
- Work with operations, venue leads, and service partners to reinforce service standards.
- Support teams with coaching and feedback to improve service delivery.
Requirements
- Min. 5+ years experience in Service Excellence, Customer Experience, Training, or Quality Assurance.
- Experience delivering customer service or Service Excellence training.
- Strong facilitation, observation, and feedback skills.
- Good communication and stakeholder management skills.
- Passion for customer experience and service culture.
Information
- If you are facing issues submitting your application through Linkedln, please email us your resume at [Confidential Information] with the job title.
- Only shortlisted candidates will be notified.
- The level of appointment will depend on the qualifications and experience of the candidate.
- For more information on The Kallang, refer to www.thekallang.com.sg
More Info
Key Skills
Service observations
Service Excellence training
About Company
Skills:
Prince2, Uat, Confluence, Agile, Scrum, AWS, Apis, Agile Methodologies, Saas, Jira, Sql, Sdlc, Requirements Gathering, Functional Specification, Web Applications, Integration Testing, Azure, Sit, CRS, Process Analysis, booking platforms, production implementation, system integrations, e-commerce, Pos, Pmp, PMS, Stakeholder Management, third-party system integrations, customer-facing digital solutions
Skills:
Analytical Skills, Strategic Change Management, Contract Management, Strategic Business Management, 7 Step Sourcing Process, Stakeholder Management, Business Communication, Leadership Skills, Operational Excellence, Category Management, Business Process Improvement, Collaborative Procurement Model, Strategic Sourcing, Negotiation Skills
Skills:
Microsoft Office, Information security risk assessments, Stakeholder coordination, ISO management systems, ISO 27001 Information Security Management System, Audit planning, Sharepoint, ISMS documentation, Certification audits, Internal Audits
Skills:
vendor coordination , Uat, Dashboards, Programme Implementation, Microsoft Excel, digitalisation, system process implementation, Data Analysis, Powerpoint, process improvement, Stakeholder Management, procurement, Budget Tracking, Project Planning, Reporting, Resource Planning
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Skills:
business continuity management , Emergency Preparedness, Crisis Management, Compliance requirements, Risk assessments, Contract Administration, Cybersecurity-related continuity planning, Budgeting, Stakeholder Management