Guest Experience QA & Training Lead

Jardine Service Centre; Mandaluyong; Hybrid; PHP 1,000,000 - 1,300,000; Full time

Job summary

Jardine Service Centre Philippines seeks a Quality Assurance and Training Lead to monitor, evaluate, and elevate the quality of guest interactions across reservations and customer service channels. You will ensure luxury standards, analyze data, and coach teams to improve service delivery.

The role collaborates with Operations, Corporate Brand teams, and local leadership to drive continuous improvement and uphold premium service excellence.

Qualifications

• Bachelor's degree or related field in hospitality or business.
• Minimum 3–5 years leading training delivery and QA in luxury hospitality or premium contact center.

Responsibilities

• Establish and execute daily/weekly quality monitoring across voice and non-voice channels including calls, emails, and chats.
• Lead coaching sessions and calibration with Reservations Director and hotel leadership.
• Track and report quality, compliance, guest experience, and performance metrics.

Skills

Quality assurance

Training delivery

Data analysis

Coaching

Hospitality standards

CRS/PMS familiarity

Genesys familiarity

Stakeholder management

Education

Bachelor's degree in Hospitality Management

Tools

Genesys

CRS/PMS systems

Job description

Jardine Service Centre Philippines seeks a Quality Assurance and Training Lead to monitor, evaluate, and elevate the quality of guest interactions across reservations and customer service channels. You will ensure luxury standards, analyze data, and coach teams to improve service delivery.

The role collaborates with Operations, Corporate Brand teams, and local leadership to drive continuous improvement and uphold premium service excellence.