Customer Relations and Quality Audit Executive
hace 6 días
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 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.
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