Service Quality Officer

About the role

The Service Quality Officer supports the development, implementation and monitoring of quality performance measures for a contact centre team. The role focuses on continuous improvement of service delivery, enhancing customer experience and driving sales growth.

Key responsibilities

• Assist in market research, benchmarking, calibration sessions and surveys to identify trends and best practices.
• Help develop, implement and enforce the Service Quality Assurance Manual for contact‑center activities.
• Support the Supervisor in guiding, monitoring and improving inbound/outbound team performance against quality standards.
• Identify improvement areas, recommend development plans and training courses.
• Contribute to a performance‑driven culture through quality awareness, engagement initiatives and continuous learning.
• Apply quality‑based incentive schemes to maximize productivity.

Required profile

• Bachelor’s degree in Management, Administration or equivalent.
• 2+ years of experience in service quality or quality assurance, preferably in aviation or a low‑cost airline.
• Proven ability to enhance performance, achieve targets and increase sales.
• Experience in training and coaching individuals or groups on best practices.
• Strong analytical skills for data analysis and cost‑effective solutions.

Required skills

• Proficiency in Microsoft Office