Work location: Singha Complex

Working hours: Monday to Friday, 7:00 AM to 4:00 PM

Requirements

• Bachelor’s degree or equivalent.
• Strong analytical and reporting skills.
• Experience hospitality industry experience is an advantage.

Language Requirement

• Business level English and Japanese

Position Overview

Responsible for monitoring and evaluating service quality across voice and non voice channels. Ensures compliance with operational KPIs, SLA standards, and continuous improvement initiatives.

Key Responsibilities

• Conduct quality audits and evaluate customer interactions.
• Perform root cause analysis and identify service gaps.
• Prepare QA reports and trend analysis.
• Lead calibration sessions with Operations and Training teams.
• Support client quality reviews and improvement initiatives.