Luxury Hospitality QA & Compliance Lead

Jardine Service Centre; Mandaluyong; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Jardine Service Centre Philippines is seeking a Quality Assurance and Compliance Manager to monitor and enhance guest interactions across reservation and customer service channels. You will lead QA programs, calibrate scoring with leadership, and coach the reservations team to uphold luxury service standards.

Role requires 3–5 years in QA/training within high-end hospitality or premium contact centers, and familiarity with CRS/PMS and call center tech. Hybrid work arrangement is available.

Qualifications

• Bachelor's degree in Hospitality Management, Hotel & Restaurant Management (HRM), Tourism Management, Business Administration, or related field.
• 3–5 years leading training delivery and quality assurance in luxury hospitality, premium contact center, or centralized reservations.
• Experience designing training playbooks, SOPs, onboarding modules with corporate brand teams.
• QA framework management including call recording analysis and calibration.
• Familiarity with CRS, PMS, and contact center tech; Genesys is a bonus.

Responsibilities

• Establish and execute daily/weekly quality monitoring across voice and non-voice channels.
• Lead coaching sessions and feedback discussions to support agent development.
• Monitor guest communications for quality, tone, and brand alignment.
• Analyze metrics and prepare reports for Operations Manager and stakeholders.
• Calibrate evaluations with Reservations Director and hotel leadership.
• Identify gaps and develop coaching plans to improve booking conversion and service quality.

Skills

Quality assurance

Training delivery

Coaching

Stakeholder management

Call monitoring

Data analysis

Audits

Leadership

Customer service

Education

Bachelor's degree in Hospitality Management / HRM / related field

Tools

Genesys

CRS

PMS

Job description

Jardine Service Centre Philippines is seeking a Quality Assurance and Compliance Manager to monitor and enhance guest interactions across reservation and customer service channels. You will lead QA programs, calibrate scoring with leadership, and coach the reservations team to uphold luxury service standards.

Role requires 3–5 years in QA/training within high-end hospitality or premium contact centers, and familiarity with CRS/PMS and call center tech. Hybrid work arrangement is available.