Service Improvement Manager (Quality Assurance)

Job Title: Service Improvement Manager (Quality Assurance)
Contract Type: Permanent
Location: Hong Kong
Reference: JOB_000698[782]
Contact Name: Lisa Vissers
Contact Email:
Job Published: November 07, 2019 15:12

Job Description

The Company

Our client is the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 800 employees.

They use their expertise, technology and buying power to grant their members direct access to the best travel, live entertainment, dining and luxury retail services. They also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

Our client delivers their service through a combination of a unique technology-enabled platform and the expertise of their highly trained lifestyle managers.

The Role

Do you want to play a key role in growing an already successful global service business in Asia Pacific?

Do you have a real passion for people development and continuous improvement on service quality?

As a Service Improvement Manager, you will be part of the Member Satisfaction team which manages all the QA processes in order to drive our clients' service standards by creating an exemplary and ever-improving training environment. You will handle escalations, coach and attend call listening sessions with the team. You will be a champion for best practice and constant improvement. In your work, you will partner closely with other business areas including the wider global training team as well as the operational management teams. You will be a positive and inspiring support to them in creating relevant, effective and timely training solutions that align with our business and client strategies. Your role will encompass all parts of our clients' service delivery for their people to constantly improve and set people up for success in their career at the company.

You will collaborate with the training team and Account Managers to gather trends and design solutions for ongoing development of the training programs. You will seek to create personalised training experience for each APAC member that is specific and truly caters to their needs. These will become sessions that are booked and scheduled as part of their overall plans period to period so that training is always an important feature of their experience working at the company.

The Person

  • Manage and coordinate Live QA process to ensure calls and requests are monitored and scored on time
  • Experience in handling customer care escalations, providing detailed analysis and summary for improving the overall service delivery
  • Demonstrated successful training program delivery from reviewing, evaluation, planning, executing to following up
  • Experience in project management across different countries and locations
  • Experience in regular evaluation of training to ensure it is relevant and aligned with service improvement strategies.
  • A minimum of 3 years' experience in a similar role, including experience of writing and creating e-learning, creating development strategies and delivering training remotely.

Experience of training in Cantonese and English/Mandarin would be an advantage for this role.

Our clients' people are at the heart of the business and they have a culture of recognition and reward.

All their employees also enjoy a range of benefits regardless of where they are based. Employees get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, they also operate a Loyalty Reward program – this is a bonus that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. Our client wants to give their people extra spending money so that they can truly enjoy their sabbaticals.

One of their more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.