Service Quality Officer

Conduct centre visits and service quality assessments based on approved criteria and schedules.

Coordinate and support Mystery Shopping activities.

Collect, verify, and record assessment evidence accurately.

Identify service gaps and non-compliance against ILA standards.

Prepare assessment findings and submit reports to the CX Journey & Quality Management Executive.

Follow up with centres on assigned improvement actions and update progress.

Maintain assessment checklists, records, evidence, and supporting documents.

Support data consolidation for CX reports and dashboards.

Provide clarification to centres on assessment criteria when required.

Perform other CX assessment tasks as assigned.

Skill

Requirements:Attention to detail Observation and information-gathering Communication and teamwork Reporting and data entry Time management and task follow-up Integrity, objectivity, and confidentiality Preferred Skills Customer-oriented and responsible. Willing to travel to ILA centres. Able to work independently and follow assessment schedules. Objective, adaptable, and comfortable working with different teams. Required Experience Experience in customer service, quality assurance, operations, education, or a related field is preferred. Required Education and

qualifications:College or university degree.

Insurances fully provided Private insurance will be provided for official staff Discount up to 90% English tuition fees for staff and close relatives An active, professional, dedicated working environment with experienced managers and friendly colleagues Bonding trips and events 14 day-off per year along with other

benefits:according to the company's regulations