Job Description

Reports To

==============

Senior Manager, Quality Assurance & Delivery

=================================================

Role Purpose

================

Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.

Key Accountability

======================


Service Quality Assurance (SQA) Planning and Management: Conducting regular service quality assurance across all MAG pillar to ensure adherence to Group Customer Experience blueprint strategy and standards. Service Quality Assurance Execution: Independently evaluating quality and performance across all touchpoints using KPIs benchmarked against industry best practices and organizational goals. SQA Framework Maintenance: Regularly updating the SQA framework to incorporate learnings from VOC and updates in product/service policies. SQA Training Program Development: Leading the creation of a comprehensive training program for SQA audit staff, focusing on continuous learning, coaching, and professional growth. Engagement with Management and Business Units: Keeping open lines of communication with management and business units to discuss and report on service issues. SQA Standards Upholding: Establishing and maintaining high service quality standards that reflect the organization's brand and meet customer expectations. Continuous Service Quality Enhancement: Refining audit processes through evaluations for service delivery improvement, which may include process optimizations, technology updates, or procedural adjustments. Monitoring Mechanisms Implementation: Setting up continuous service quality assessment methods such as (but not limited to) customer surveys, feedback analysis, and mystery shopping within the QA Department's purview. Leadership and Team Development: Leading the QA team towards excellence and improvement, setting objectives, fostering teamwork, and ensuring regular training.

Qualifications

==================

Diploma or Degree in any relevant field. Minimum 7 years of working experience in Quality Assurance, team management, customer experience and engagement.

Skills & Knowledge

=======================


Experienced in executing and maintaining QA strategies and process improvements. Experience in managing customer experience to enhance satisfaction. Proficiency in using data analysis for service quality improvements. Strong project management skills in executing QA initiatives. Experience in leading training programs for QA team, and engagement with Business Units to guide on SQA findings.

Key Challenges

==================


Analytical thinker with the ability to uncover insights for quality improvement. Excellent communicator, skilled in both written and verbal communication. Effective leader, motivating teams towards service quality goals. Skilled problem-solver, adept at finding solutions in pressure situations. Agile and adaptable, embracing changes and new technologies for improvement. Detail-oriented, ensuring high-quality customer interactions. * Customer-focused, prioritizing satisfaction and experience.