Quality Specialist (CX Analytics/ Process Improvement)

Background
At Marina Bay Sands, the Customer Experience Analytics & Process Improvement (CX&PI) team works collaboratively with all operational units of the integrated resort to support them in continuously striving for operational excellence. This is achieved through a sharp focus on creating baseline measurements, service innovation, and data analytics while engaging all relevant stakeholders - Hotel, Conventions, Gaming, Museum, F&B, and Retail.

We are seeking an individual with exceptional data processing skills, an analytical mindset, and a strong appreciation for delivering business results. Experience in evaluating business processes and uncovering areas for improvement is highly desired. Strong communication and collaboration skills will be an asset.

KEY RESPONSIBILITIES

Service Quality Audit

1. Experience and utilize the products & services offered to guests at various touchpoints in Marina Bay Sands.
2. Evaluate the experience and provide detailed reports based on service quality audits executed.
3. Ensure service quality audits are carried out in a timely manner while maintaining data accuracy and integrity, in accordance with Marina Bay Sands' brand standards.

Service Quality Audit Planning

1. Plan distribution of audits based on operational requirements.
2. Onboard and train auditors to perform service quality audits and generate detailed reports.
3. Engage and collaborate with external vendors for the coordination of external audits.

Service Quality Standards

1. Have a comprehensive understanding of the service standards for service quality.
2. Ensure timely maintenance of service standards checklists to align with department processes.
3. Collaborate with internal stakeholders for calibration of service standards.

Audit Platform Management

1. Support the service quality digital platform (QTX) between the IT team and operations, focusing on upgrades, training, and optimized usage of these systems by various stakeholders.
2. Support and provide assistance to end-users relating to system processes and functionality.

Others

1. Involved in cross-departmental projects on process improvements / CX initiatives.
2. Participate in any ad-hoc projects arising from discussions/workshops with key stakeholders.
3. Support the wider CX&PI team in any other assignments specifically allotted to seek support.

JOB REQUIREMENTS

Education & Certification

1. Diploma or Bachelor Degree, preferably in Hotel Management or similar.
2. Proficiency in using Microsoft Office Suite (advanced), including Word, Excel, and PowerPoint. Hands-on experience in data analysis using tools like PowerBI and SQL will be advantageous.
3. Exposure in customer service in Hospitality and F&B.

Additional requirements include:

1. Passion for providing exceptional customer service; customer-focused.
2. Prior experience showing strong stakeholder engagement and vendor management skills is desired.
3. Good interpersonal and communication skills (written and spoken).
4. Detail-oriented, resourceful, organized, meticulous, and mature.
5. Good planning and execution skills.
6. Team player with a positive attitude, proactive, and able to multi-task.
7. Able to work flexible hours (as requested).
8. Maintain the highest ethical standards, commitment, and ability to cope with complexity and change.
9. Well-groomed and professional disposition at all times.
10. Must share our Company values of Passion, Creativity, Teamwork, Respect, and Integrity.

Marina Bay Sands is committed to building a diverse, equitable, and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhering to and abiding by all rules, regulations, policies, and procedures, including the rules of conduct and business ethics of the Company.