Quality Assurance and Compliance Manager [Onsite]

RESPONSIBILITIES

• Establish and execute a rigorous daily/weekly quality monitoring program across voice and non-voice channels, including call listening, email reviews, chat evaluations, and follow-up correspondence audits to assess service quality, language precision, luxury service standards, commercial effectiveness, and process adherence.
• Regularly interrogate call recording and communication platforms to identify performance trends, coaching opportunities, compliance risks, and service improvement initiatives.
• Lead one-to-one coaching sessions, coach-the-coach sessions, and constructive feedback discussions to support the career development and performance aspirations of the reservations team.
• Monitor and evaluate the quality, accuracy, professionalism, and timeliness of guest communications across all channels, ensuring adherence to brand standards and service level agreements.
• Track, analyze, and report key quality, compliance, guest experience, and performance metrics to the Operations Manager and Transition Consultant.
• Calibrate quality evaluations and scoring with the Reservations Director and local hotel leadership to maintain consistency and alignment with Mandarin Oriental's luxury service standards.
• Identify performance gaps and develop targeted coaching plans, refresher training modules, and best practice guidance to improve service delivery, guest satisfaction, conversion performance, and commercial outcomes.
• Assess sales and conversion behaviors across reservations interactions, providing recommendations and coaching to improve booking conversion, suite sales, upselling and cross-selling.
• Partner closely with local operations and reservations teams to improve service delivery, guest satisfaction, quality performance, and overall customer experience.
• Prepare quality reports, scorecards, trend analyses, and actionable performance insights for stakeholders.
• Monitor adherence to reservation policies, data privacy requirements, payment security procedures, and operational standards.
• Support continuous improvement initiatives that enhance operational efficiency, booking accuracy, response times, conversion performance, and service quality.
• Champion a culture of service excellence, continuous learning, accountability, and guest-centric decision-making throughout.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Hotel & Restaurant Management (HRM), Tourism Management, Business Administration, or any related field.
• Minimum 3–5 years of experience leading training delivery and quality assurance within a high-end luxury hospitality brand, premium contact center, or centralized hotel reservations environment.
• Proven experience collaborating with corporate brand teams to design, write, and customize training playbooks, SOP materials, and onboarding modules.
• QA Framework Management: Strong background in establishing transactional quality monitoring processes, including call recording analysis and performance calibration.
• Complete alignment with five-star hospitality behaviors, luxury communication styles, and premium service delivery ethics.
• Exceptional ability to deliver objective, actionable feedback that motivates agents and accelerates professional quality standards.
• Familiarity with modern Central Reservation Systems (CRS), Property Management Systems (PMS), and standard contact center telephony/recording infrastructure. Familiarity with Genesys is a bonus.
• High emotional intelligence and communication clarity to successfully collaborate across local JSC management and global MO stakeholders.
• Experience evaluating voice and non-voice customer interactions.
• Experience conducting call, email, chat, and transaction audits.
• Proven ability to analyze data, identify trends, and translate insights into measurable performance improvement actions while maintaining high-quality standards.
• Strong partnership and stakeholder management skills, with the ability to work effectively across Operations, Training, and leadership teams to achieve common objectives.
• Demonstrated commitment to continuous learning, professional development, and staying current with industry trends, quality methodologies, and hospitality best practices.
• Ability to balance service quality, operational efficiency, and business objectives while supporting world-class customer experiences.
• Amenable to shifting schedules and hybrid work arrangements.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At JSC, you can play a role in our business success. We understand that key to our success is our people, which is our foundation and priority. We invest in our people to ensure we have the right talent with the leadership and strategic skills the company needs for the future.

We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.

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