Job Description:
We are seeking a detail-oriented, service-driven Luxury Service Performance & Quality Assurance Officer to track and drive excellence in our luxury customer experience. This role is key to ensuring that all services provided are at or above luxury standards and expectations of customers. The ideal candidate will possess good analytical skills, an attention to detail, and a desire to deliver service excellence.
Key Responsibilities:
• Monitor and assess the quality of services provided to clients to ensure adherence to luxury standards.
• Develop and implement performance metrics and quality benchmarks across all customer touchpoints.
• Analyze client feedback, complaints, and survey results to drive continuous improvement initiatives.
• Prepare reports on service quality trends, performance gaps, and improvement actions.
• Act as a liaison between customer service teams and management to ensure quality assurance practices are embedded in daily operations.
• Stay informed on industry trends and luxury service innovations to recommend enhancements.
• Uphold and promote the company’s commitment to excellence in luxury service delivery.
• Assist in all customer-care related services, including accounting & receivables
• Call center operation
Qualifications:
• Proven experience in quality assurance or service performance roles, preferably in luxury hospitality, retail, or property management.
• Excellent analytical, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced, high-standard environment.
• High level of professionalism and attention to detail.
• High language proficiency – spoken & written