Job Responsibilities

• Develop and maintain a professional working relationship with all key internal customers.
• Providing training solutions (both induction and development) for Concierge to ensure staff are highly trained and capable of delivering a high-quality client focused service.
• Evaluate the competency of staff in successfully completing training objectives and being able to perform effectively in their roles.
• Maintain and update all technical curriculums within the assigned departments to train  staff on all client products, incorporating feedback obtained from key stakeholders. 
• Ensure that call reviews, case audits and coaching are done on a regular basis as mandated by Group standards.
• Implement and maintain quality standards that provide the platform with best practice guidelines required to serve our clients and customers
• Drive review and coaching methodologies that inspire and motivate teams to learn, grow, and perform, facilitating personal development while enriching the experiences of customers
• Support Service Delivery team in ensuring that the effectiveness and efficiency of the Operations through people and processes by reporting and data analytics
• Undertake project work and other duties as assigned

Job Requirements:

• Tertiary educational qualifications in L&D and Quality & Compliance or related disciplines
• Knowledge in quality and compliance in customer service sector, preferably in concierge, hospitality and travel industry will be an advantage
• Proven Learning and Development experience within an operations or technical environment is preferred 
• Strong analytical skills with good observation, geographical awareness and cultural sensitivity
• Good team player and able to communicate with different stakeholders 
• Excellent in both spoken and written English and Chinese
• Immediately available is highly preferred