Senior Executive, 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, venu...