Customer Relations and Quality Audit Executive

hace 2 semanas

Barcelona, España Singapore Airlines A tiempo completo

Job Description

The successful candidate will be part of SIA’s Team in Barcelona, Spain. As a Senior Customer Relations and Quality Audit Executive, you will lead the handling of customer feedback and regulatory claims, oversee the performance of outsourced contact centres, and drive continuous improvement through a robust quality assurance framework.

You will be instrumental in safeguarding regulatory compliance (including EU261), protecting the airline’s brand reputation, and enhancing customer experience by ensuring service excellence across all customer touchpoints.

Key Responsibilities

• Manage end-to-end customer feedback and complaint handling, including compliments, suggestions, and regulatory cases such as EU261, ensuring timely, fair, and compliant resolution.

• Oversee the performance of outsourced B2B and B2C contact centres, ensuring SLA/KPI compliance, high service quality, and alignment with brand standards.

• Implement and maintain a structured Quality Assurance and Audit framework to monitor customer interactions, drive service improvements, and support agent coaching and development.

• Analyse complaint trends, QA findings, and contact centre data to produce actionable insights, support root-cause elimination, and elevate the overall customer journey.

• Collaborate closely with Global Sales Ops, Legal, Sales Ops, Customer Affairs, and external partners to ensure consistent service standards, regulatory adherence, and customer-centric problem solving.

Requirements

• Must have the right to work and live in Barcelona, Spain.

• Possess a Bachelor’s degree (any field).

• Minimum 5 years of experience in customer relations, complaints management, or quality assurance, preferably within the airline, travel, or regulated service industry.

• Strong understanding of EU261 regulations and airline passenger rights.

• Proven experience managing third-party vendors/contact centres, including monitoring SLA compliance and driving performance improvements.

• Strong analytical capabilities with the ability to interpret data and convert findings into actionable insights.

• Proficiency in Quality Assurance processes, performance monitoring tools, and CRM platforms (e.g., Salesforce).

• Excellent communication, conflict-resolution, and stakeholder-management skills.

• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.

• Familiarity with QA software and cross-functional collaboration in a global setting.

Why Join Singapore Airlines?

At Singapore Airlines, you will be part of a world-class organization known for service excellence and continuous innovation. You will work in a dynamic, collaborative environment where your expertise directly enhances customer satisfaction and operational quality. We offer opportunities for professional development, international exposure, and the chance to contribute to initiatives that shape the customer experience.

If you are a passionate, detail-oriented professional committed to strengthening customer relationships and elevating service standards, we invite you to join our team.

How to Apply?

To apply, email your CV and cover letter addressing the selection criteria listed above to ES_Careers@singaporeair.com.sg. To ensure your application is considered for the appropriate role, please note the position title should be in the email subject line.

We thank all candidates for their interest and regret that only shortlisted applicants will be contacted.

  • Customer Relations And Quality Audit Executive

    hace 1 semana

    Barcelona, España SIA Engineering Company A tiempo completo

    Customer Relations And Quality Audit ExecutiveJoin to apply for the Customer Relations And Quality Audit Executive role at SIA Engineering CompanyJob DescriptionThe successful candidate will be part of SIA's Team in Barcelona, Spain. As a Senior Customer Relations and Quality Audit Executive, you will lead the handling of customer feedback and regulatory...

  • Customer Relations and Quality Audit Executive

    hace 2 semanas

    Barcelona, España Singapore Airlines A tiempo completo

    Job DescriptionThe successful candidate will be part of SIA’s Team in Barcelona, Spain. As a Senior Customer Relations and Quality Audit Executive, you will lead the handling of customer feedback and regulatory claims, oversee the performance of outsourced contact centres, and drive continuous improvement through a robust quality assurance framework.You...

  • Senior Customer Relations

    hace 1 semana

    Barcelona, España SIA Engineering Company A tiempo completo

    A leading engineering company in Barcelona seeks a Customer Relations and Quality Audit Executive to manage customer feedback, ensure regulatory compliance, and enhance service quality. You will lead the quality assurance processes, monitor outsourced contact centre performance, and provide actionable insights to improve the customer journey. Ideal...

  • Barcelona-Based Customer Experience

    hace 2 semanas

    Barcelona, España Singapore Airlines A tiempo completo

    A leading international airline is looking for a Senior Customer Relations and Quality Audit Executive in Barcelona. This role involves managing customer feedback processes, overseeing outsourced contact centres, and ensuring compliance with regulatory standards. The ideal candidate will have a Bachelor's degree and at least five years of relevant...

  • Head of Quality Assurance

    hace 2 semanas

    Barcelona, España BSP executive A tiempo completo

    **¿Dónde trabajarás?**: Allianz Technology supports Allianz Group in boosting its leading market position. We realize synergies and cultivate innovation. **¿Qué harás?**: - As an Head of QA you will be responsible for: - Responsible for leading the QA team, including the managing the performance, objectives and budget of the function - Accountable...

  • Senior Internal Audit

    hace 1 semana

    Barcelona, España BSP executive A tiempo completo

    **¿Dónde trabajarás?**: We are looking for a Senior Internal Audit for an multinational corporation that provides information technology services to businesses, based in Barcelona. The Senior Internal Audit executes operational, financial and compliance internal audit related activities ensuring adherence to Company policies, identifying/implementing best...

  • Head of Quality, Content and Training

    hace 2 semanas

    Barcelona, España Factorial A tiempo completo

    Head of Quality, Content and Training (QCT)Join to apply for the Head of Quality, Content and Training (QCT) role at Factorial At Factorial, we're building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR, finance and operations, freeing teams from manual processes so they can focus on what...

  • Audit Manager

    hace 1 día

    Barcelona, España Zurich Insurance A tiempo completo

    **Our opportunity** Being a Group Auditor at Zurich means being part of a community of internal auditors with a common purpose: to keep Zurich safe. We are an international team of 200+ colleagues from 33 different nationalities, working as one function from Chicago to Sydney! Together, we look to bring our skills, capabilities, and unique strengths to...

  • Head of Audit Sabadell Zurich

    hace 1 semana

    Barcelona, España Zurich Insurance Company A tiempo completo

    We’re here to keep Sabadell Zurich safe while shaping the future of audit, would you like to join us in the journey?  Join Zurich’s Group Audit team and be part of a global community dedicated to keeping our businesses safe. With over 250 colleagues from 33 nationalities, we work as one global team striving for excellence and creating the best function...

  • Head of Audit Sabadell Zurich

    hace 5 días

    Barcelona, España Zurich Insurance Company A tiempo completo

    We’re here to keep Sabadell Zurich safe while shaping the future of audit, would you like to join us in the journey? Join Zurich’s Group Audit team and be part of a global community dedicated to keeping our businesses safe. With over 250 colleagues from 33 nationalities, we work as one global team striving for excellence and creating the best function...