Join to apply for the Officer, Service Audit role at Hong Kong Airlines.
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.

#J-18808-Ljbffr