Quality Control and Customer Service Manager |
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Kuoni Destination Management
Ref: MP915-02
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The RoleThe RolePosition Overview: 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 |
RequirementsRequirementsEducation and Training BA degree or equivalent in a relevant course (Q A/ Customer Service ideally to be a topic) Certification in Quality Control/ Assurance Work Experience Minimum 8 years experience, at least 3 -5 years experience to have been in Tourism/ Aviation or Hospitality Skills Excellent Communication Skills. (verbal and written)Advance level of MS Word, Excel, Ppt, Report writing. Thoroughness, Dealing with Complexity Expert Knowledge Process Improvement, Analyzing Information , Strategic Planning, Informing Others, Quality Engineering, Emphasizing Excellence, |
About the CompanyAbout the CompanyKuoni Destination Management provides tailor-made travel logistics services all around the world to professional travel organisers. We’ll 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. |
This Position is closed or expired
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