Executive Quality Assurance & Delivery

**Reports To**:- Assistant Manager, Customer Experience & Delivery**Role Purpose**:- Responsible to assist Senior Executive, Customer Experience Delivery on the strategic design, implementation, and optimization of customer experience initiatives to ensure a best-in-class customer experience. In addition, to ensure Business Units are in full compliance with the relevant MH product and services standards, policies, procedures, and work processes.**Key Accountability**:- Manage challenging situations or objections to manage issues and queries effectively under pressure.- Perform data analysis from relevant data sources to develop the insights and work cohesively with BU to identify the relevant initiatives to provide continuous service improvement, process adherence, and enhancements for customer experience.- To conduct a consistent quality check on outsourced vendors and assist the strategic planning for the BUs and Service Quality team, evaluating required continuous innovation in the work process and implementing the latest Service Quality/ Customer Experience Survey analysis/reporting trends while managing, supervising, monitoring, and grooming direct reports for career growth/pathing prospects.- Ensure all day-to-day activities, processes, file trackers and documents are consistently updated, comply with airlines requirement including safety and security compliance.**Qualifications & Working Experience**:- Degree in any related field i.e., Aviation Management, Actuarial Science, Statistic, or Business Management with 02 years of working experience.- Diploma in any related field i.e., Aviation Management, Actuarial Science, Statistic, or Business Management with 04 years of working experience.**Personality Traits**:- Ability to work under pressure, highly independent, self-motivated, meticulous, and high sense of responsibility.- Good analytical, investigative, skills.- Excellent communication skills, both verbal and written in English & Bahasa Malaysia.- Must have strong leadership quality and interpersonal skills. Pleasant personality.- Ability to coach and guide younger team members.