Responsibilities

• Conduct on-site inspections and service quality audits for ground operations, cabin services, and customer-facing areas.
• Document and report audit findings, highlighting service gaps and areas for improvement.
• Collect and compile data from service audits, passenger feedback, and satisfaction surveys.
• Support the analysis of service trends and assist in preparing reports for management review.
• Coordinate with relevant departments to track and follow up on the implementation of corrective actions.
• Ensure a complete feedback loop for all identified service quality issues.
• Maintain accurate records of audits, reports, and performance data.
• Assist in preparing presentations, audit schedules, and regular updates for the Assistant Manager and management.
• Work closely with internal departments to facilitate service improvement initiatives.
• Ensure clear and effective communication of service quality expectations and feedback.

Requirements

• Bachelor’s degree in Business Administration, Aviation Management, Quality Management, Hospitality, or related field.
• Minimum of 3 years of experience in service quality management, airline operations (ground services and/or cabin services preferred), or customer experience roles.
• Proven experience in audits, performance evaluation, and implementing service improvement initiatives, preferably within the aviation or hospitality industry.
• Strong verbal and written communication skills, with the ability to present findings and recommendations effectively in both Chinese/Mandarin and English.                                       
• Ability to identify service gaps and ensure high standards in auditing.                                     
• Proficient in collecting and organizing data for performance evaluation.                                 
• Collaborative mindset to work effectively with cross-functional teams.
• Understanding of customer service principles and a commitment to enhancing the passenger experience.