Quality Control and Customer Service Manager
Kuoni Destination Management
Assures consistent quality of production by developing and enforcing and promoting good practice through a systematic approach; validating processes; providing documentation; managing staff etc.
Areas of Responsibility:
Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
Lead and supervise the Customer Service/ Quality Control Team
Train the team to deliver a high standard of customer service
Meets quality assurance financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
Maintains and improves product quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop/ defining new processes and training methods.
Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Responsible for direct communication with clients and the incumbent will be involved in responses/ communication with regards to complaints and queries
Education and Training
BA degree or equivalent in a relevant course (Q A/ Customer Service ideally to be a topic)
Certification in Quality Control/ Assurance
Minimum 8 years experience, at least 3 -5 years experience to have been in Tourism/ Aviation or Hospitality
Excellent Communication Skills. (verbal and written)Advance level of MS Word, Excel, Ppt, Report writing. Thoroughness, Dealing with Complexity
Process Improvement, Analyzing Information , Strategic Planning, Informing Others, Quality Engineering, Emphasizing Excellence,
About the Company
About the Company
Kuoni Destination Management provides tailor-made travel logistics services all around the world to professional travel organisers.
Well take care of your clients at their destination of choice.
We source and coordinate local services - from accommodation, venues and catering, to social programmes, transportation and events management - in a wide range of travel fields: leisure groups, sports events, cruises, meetings, incentives, conferences, events, congresses, and online travel.
Just leave it up to our unique network, which consists of over 75 wholly-owned destination management companies (DMCs) and 20 sales offices throughout the world.