Senior Executive / Assistant Manager, Quality Assurance & Training

Role Purpose

To drive consistent Service Excellence delivery by developing effective training programmes and implementing quality assurance processes across all customer touchpoints to elevate The Kallang Service Culture.

Key Responsibilities

Training & Development

• Design and deliver Service Excellence training for frontline and supervisory teams.
• Develop simple, practical training materials aligned to Service Excellence standards.
• Support onboarding, refresher training, and service campaigns.

Quality Assurance

• Implement and manage QA processes such as service observations, audits, and reviews.
• Monitor service delivery against agreed Service Excellence standards.
• Identify service gaps and recommend improvement actions.

Performance & Insights

• Review customer feedback, complaints, and service quality data.
• Track training effectiveness and service quality trends.
• Provide clear insights and recommendations to stakeholders.

Stakeholder Collaboration

• Work with operations, venue leads, and service partners to reinforce service standards.
• Support teams with coaching and feedback to improve service delivery.

Requirements

• Min. 5+ years experience in Service Excellence, Customer Experience, Training, or Quality Assurance.
• Experience delivering customer service or Service Excellence training.
• Strong facilitation, observation, and feedback skills.
• Good communication and stakeholder management skills.
• Passion for customer experience and service culture.

Information

• If you are facing issues submitting your application through Linkedln, please email us your resume at [Confidential Information] with the job title.
• Only shortlisted candidates will be notified.
• The level of appointment will depend on the qualifications and experience of the candidate.
• For more information on The Kallang, refer to www.thekallang.com.sg