Job DescriptionSummary: This role supports resolution by providing quality, timely, and effective audit data findings for customer support via AirAsia's various digital channels.What You'll Champion: Conduct monthly quality audits based on system data and existing departmental protocols.Develop informative materials derived from Quality Check analysis to enhance Customer Engagement and Complaints Handling procedures.Identify training needs, discrepancies, and requisites of staff concerning service quality standards, and communicate findings to relevant stakeholders.Assist in executing quality audits across all teams and generate comprehensive reports.Possess knowledge of quality standards to ensure adherence throughout the organization.Implement monitoring and evaluation techniques to capture and measure the efficacy of training and quality coaching outcomes.Monitor and evaluate customer experience against agreed-upon service levels and standards.Provide reports and analysis to the customer experience team, facilitating training and quality-related feedback.Conduct Quality Assurance orientation sessions for new hires.Utilize findings from quality audits to coordinate learning plans and arrange tailored service training programs as necessary with the training team.Employees are required to be present in the office full-time and open to relocation.Other duties are assigned based on operational and business function needs.Who You Are:Holder of a Diploma or Bachelor's Degree.Previous customer service experience is preferred.Experience in quality and audits is an added advantage. Demonstrates strong organizational skills, attention to detail, and multitasking abilities.Capable of working independently with minimal supervision, exhibiting strong time management skills.Assertive team player with high energy, suitable for a fast-paced work environment.Where You'll Go:Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars. Based on your performance and contribution in this role, you'll grow into becoming a Senior Executive, Quality Assurance or other similar roles internally. In this role, you'll grow to step up to a senior position or lateral position.What You'll Enjoy:Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners.A unique Allstar culture like no otherOur Hiring Process:Application receivedCandidate screeningInterview(s)Background check and/or other assessmentsOffer and negotiationGet To Know AirAsia: AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years with over 800 million guests flown. We continue to champion dreams, serve the underserved and connect the world and Asean like no other so Now Everyone Can Fly. We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
