Quality Assurance Supervisor

3 weeks ago


Singapore Singapore Airlines Full time

The incumbent will play a critical role in enabling accurate & timely insights from CCSD Quality Management framework, across all spectrums of program management tracking and to identify trends to surface continuous improvement opportunities at both a vendor & systemic level to improve overall Service Quality for SIA Reservations and Ticketing Hotlines.


Key Responsibilities include:

Overall Management of QA Tool (Verint)

As the reporting lead, the incumbent will be the Subject Matter Expert for CCSD Quality Monitoring Tool (Verint), which involves:

  • Working closely with other members of CCSD PQM & Quality Management Team to understand operational reporting requirements & challenges, and driving initiatives with the Ground Experience Development (GED) and IT teams to address them.
  • Assisting with queries and working with IT team to troubleshoot and follow up for resolutions as necessary.
Performing Administrator function.

  • Ensuring accurate & efficient availability of required reports.
Setup and updating of dashboards / new QA forms within the tool, etc.

Reporting Support - Vendor Level

The incumbent will be the key person to generate all vendor & regional level QA reports for the team to enable tracking of:

  • Hygiene of the Quality Management framework (QM), per requirements outlined in QM Service Level Agreements (SLAs).
  • Service Quality Performance standards.
  • Specific opportunity areas for improvement.
Analytics & Insights - Network / Systemic Level
At a network global level, the incumbent will:

  • Provide in depth insights on trends / observations on drivers of poor quality.
  • Make recommendations for continuous improvement efforts which can be taken up by CCSD PQM team.
Other duties assigned

  • Special Projects
  • Lead / assist in special projects / campaigns to promote service excellence, drive change management activities & enhance customer experience.

Requirements:

  • A good Diploma in any discipline from a recognized tertiary institution.
  • Selfstarter, with a proactive attitude.
  • Meticulous with strong eye for detail.
  • Practical knowledge & experience using advanced MS Excel / analytical tools.
  • Good interpersonal & communication skills (oral & written).
  • Good presentation & analytical skills with a flair for identifying trends.
  • Good planning & organizational skills.
  • Prior experience in a data management / reporting role will be an advantage.


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