Customer Engagement & Quality Assurance Manager
3 days ago
Madrid
About the Company Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate. Our promise to you: • We will respect and value your background and perspectives, • We will work together with integrity, • We will share our incredible pride for job, company, and industry What we ask of you: • Bring passion to all that you do, • Listen, move fast and think innovatively, • Speak up, have ideas, and share them, • Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. Who we are: We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience that is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances, and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa, etc. With the future of travel always insight, we created Smart Traveller, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better. Join our family today. Together, we'll make travel better. What you'll be doing: • Responsible to lead the Customer Engagement & Quality Assurance function. Core duties include monitor customer feedback, maintaining and enhancing guidelines & standards. Responsible to maintain good relationship with business units globally to achieve high standard of excellent services delivered., • Lead Contact Centre Quality Assurance team, establish standards guidelines across interactions, designing training programs and process enhancement to improve quality of interactions. Some of the responsibilities are: • Adheres and drives to achieve KPI set by the Senior Manager, Global Contact Centre., • Recommend departmental improvement strategies through analysis based on customer date received from surveys and other channels., • Lead team members towards the successful delivery of the operational readiness projects including specifying and preparing Customer Engagement training activities to external stakeholder., • Setting customer service strategy with suitable performance measures to address the customer survey feedback and ensure compatibility with the core operation activities., • Managing all related guest feedback platforms to actively collect customer experiences feedback., • Explore innovative products, set-up and design standards in both new and operating facilities., • Work with different divisions to develop customer relations and communications standards to manage conversations with our customers especially on social media., • To produce reports with consolidated results from all customer feedback platforms., • Planning, strategizing, and initiating Contact Centre Quality Assurance direction, process improvement to deliver excellent customer service to the Contact Centre team through QA framework and CSAT., • Prepares training materials, conducts briefing, trainings and orientations for internal & external stakeholder., • Implementing customer service standards defined in company policies, procedures and standard guidelines and to achieve business goals and values of Plaza Premium Group., • Support human resource objectives by recruiting, selecting, orientating, training, assigning, coaching, counselling and disciplining employees., • Support in new business unit based on Global Contact Centre project migration., • Support in delisting of a business unit based on Customer Engagement Critical Path., • Acts as Administrator of the Customer Engagement Intranet including management of documents., • Support business units in TripAdvisor & SurveyMonkey setup. Work in partnership with Associate Director of Excellence on the following key areas: • Setting the vision and developing short and long-term strategies., • Establish systems in the pro-active customer experiences feedback collection from all customer contact points., • Establish and manage the Customer Engagement to ensure the most effective, efficient and customer centric services., • Analyze the data collected and assist the HQ Divisions, Country & Regional General Managers in the enhancement plan and implementation., • Work with the HQ Division, Country & Regional General Managers in the customer engagement enhancement / programs., • Lead best practices to drive the development of customer culture and customer service experiences with effective policy and process frameworks via responsive customer service systems to best understand and address customer needs and behaviours. Others • Carry out special projects and ad hoc task as assigned by Senior Manager, Global Contact Centre. About You: • Possess at least Bachelor's Degree / Post Graduate Diploma/Professional Degree in Business Studies/Administration/Management, Mass Communications or equivalent., • Six Sigma certified or similar knowledge of process improvement., • At least 5 Year(s) working experience in Customer Service management in aviation or hospitality industry., • Experience working in Contact Centre/Customer Service industry would be advantage., • Previous use of Contact Center System and CRM system would be an advantage., • Proven ability to effectively lead, motivate and develop team members., • Strongwritten and verbal communication in English and Spanish. Other languages will be an advantage., • Strong data analytic skills, measurement, and analysis techniques as well as familiarity with social media channels in terms of managing customer feedback and response management., • Proficiency in Microsoft Office and customer service software., • Able to work independently and a self -starter., • Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.