Executive / Senior Executive / Assistant Manager Service Quality and Compliance (SG)

Singapore Airlines
Singapore
Full timeFunction: Legal, Risk & ComplianceEducation: bachelorsSkills: ["Analytical thinking","Stakeholder management","Influencing","Coaching","Continuous improvement"]

Own the service quality and compliance framework for airport customer journeys, creating and maintaining QA standards, schedules, and auditor training. Build and manage QA monitoring tools, recruit and develop auditors, and run calibration sessions to ensure consistent delivery across multiple teams and environments. Conduct audits, analyze findings, and issue recommendations while tracking interventions and validating follow-up effectiveness, escalating persistent quality risks to stakeholders.

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FursaFursa
Singapore Airlines
Singapore Airlines
1 day ago

Executive / Senior Executive / Assistant Manager Service Quality and Compliance (SG)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own the service quality and compliance framework for airport customer journeys, creating and maintaining QA standards, schedules, and auditor training. Build and manage QA monitoring tools, recruit and develop auditors, and run calibration sessions to ensure consistent delivery across multiple teams and environments. Conduct audits, analyze findings, and issue recommendations while tracking interventions and validating follow-up effectiveness, escalating persistent quality risks to stakeholders.
Location: Singapore
Employment Type: Full time
Job Function: Legal, Risk & Compliance
Seniority: Manager level

Key Responsibilities

  • •Develop and maintain a QA framework and service standards for airport processes (e.g., check-in, boarding, lounge, concierge)
  • •Design and update QA monitoring tools such as checklists, guides, and templates
  • •Recruit, onboard, train, and develop auditors; ensure consistency across auditors and operational environments
  • •Manage calibration by conducting quarterly alignment sessions and documenting outcomes to update guidance
  • •Conduct audits, analyze findings, track interventions/action plans, validate effectiveness via follow-ups, and escalate persistent non-compliance/quality risks

Key Requirements

  • •Bachelor's degree in any discipline
  • •Customer service quality management in a premium hospitality or aviation/airport environment
  • •Experience with audit methodology and governance, and auditor capability development
  • •Experience with data analytics and reporting
  • •Strong stakeholder management and influencing
Experience:Premium hospitalityAviationAirportQuality assuranceAudit methodologyData analyticsReporting
Education:Bachelor's
Skills:Analytical thinkingStakeholder managementInfluencingCoachingContinuous improvement

Company Brief

Singapore Airlines
Flag carrier of Singapore providing international passenger and cargo air transportation, premium cabin services, and related travel products. Operates a global network with a reputation for service quality, modern fleet, and extensive partnerships.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Singapore, Singapore
Founded: 1972
WebsiteLinkedIn