Quality and Compliance Specialist

2 weeks ago

Philippines Philippine Airlines Full time

Position: Quality and Compliance Specialist (Passenger Services)

Are you looking for a career opportunity in the aviation industry Hereâs your opportunity to have a great career with a world-class airline company.

Why Join Us

  • One of the leading airlines in the Philippines
  • Get a chance to enjoy travel perks for you and your family
  • A collaborative work culture and environment

Job Summary

The Passenger Service Standards Specialist is responsible for ensuring exceptional service quality at each passenger touchpoint within Philippine Airlines by supporting the development, implementation, and monitoring of service protocols, and contributing to the continuous improvement of compliance and service excellence.

The specialist collaborates with team members and other departments, playing a critical role in upholding and advancing the service standards that align with customer expectations and comply with regulatory mandates, ultimately influencing passenger satisfaction and loyalty.

Responsibilities

  • Assists in developing service standard protocols, offering insights and suggestions based on direct experience and customer feedback.
  • Participates in auditing processes for compliance with service standards, providing detailed reports and analysis.
  • Contributes to the maintenance of service quality across various customer touchpoints, focusing on both domestic and international operations.
  • Monitors and reports any deviations from set service standards and suggests necessary actions to ensure compliance.
  • Supports collaborative efforts with other departments to improve service standards, bringing a frontline perspective to discussions.
  • Provides support for strategic initiatives by preparing data, analysis, and frontline insights that influence customer experience strategies.
  • Prepares regular reports on compliance with service standards and synthesizes customer feedback to inform service improvements.

Qualifications

  • In-depth understanding of service quality standards and best practices in the customer service or hospitality industry.
  • Strong ability to analyze data, recognize trends, and contribute to solving problems related to service quality and compliance.
  • Excellent ability to communicate effectively with team members and external stakeholders, facilitating clear understanding and support for service standards.
  • Vigilant attention to detail in monitoring service compliance and upholding high standards at multiple touchpoints.
  • Skills in contributing to a team environment, supporting colleagues, and collaborating on projects.
  • Capability to support strategic planning by providing data-driven insights and operational perspectives that align with organizational goals.
  • Ability to assist in managing project tasks, ensuring adherence to timelines and objectives under the guidance of project managers.
  • Flexibility in adapting to changing industry environments and regulatory landscapes, effectively addressing new service challenges.
  • Aptitude for participating in communications with stakeholders, assisting in negotiations, and ensuring understanding of regulatory requirements and compliance.

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