Assistant Manager, Quality Assurance and Compliance (Call Center)

Assistant Manager, Quality Assurance & Compliance
About the Role

The Assistant Manager, Quality Assurance & Compliance is responsible for independently managing and executing quality assurance and compliance activities across Aspire Lifestyles Thailand.

The role ensures customer interactions, operational processes, and service delivery standards consistently meet internal quality requirements, client expectations, service level agreements (SLAs), contractual obligations, and applicable regulatory standards.

Acting as a subject matter expert, the incumbent combines quality monitoring, compliance oversight, audit management, performance analysis, reporting, and continuous improvement initiatives to support operational excellence and customer satisfaction.

Working with minimal supervision, the role collaborates closely with operational and regional stakeholders to drive service quality improvements, strengthen compliance practices, and enhance overall business performance.

Key Responsibilities

• Conduct regular quality reviews of customer interactions across voice and non-voice channels, ensuring adherence to established quality standards, procedures, and client requirements.
• Develop, maintain, and continuously improve quality monitoring frameworks, evaluation scorecards, and assessment methodologies.
• Ensure consistency and fairness in quality evaluations through structured calibration sessions with operational and regional stakeholders.
• Analyze quality monitoring results to identify recurring trends, performance gaps, and opportunities for improvement.
• Provide actionable recommendations and feedback to operational leaders to enhance service delivery quality and customer experience.
• Conduct compliance reviews and audits to ensure adherence to company policies, operating procedures, client contractual obligations, and regulatory requirements.
• Identify operational and compliance risks, assess their potential impact, and recommend corrective and preventive measures.
• Monitor key operational metrics including quality scores, SLA achievement, customer satisfaction, compliance performance, accuracy, and productivity indicators.
• Analyze customer feedback, complaints, Voice of Customer (VoC) insights, and Net Promoter Score (NPS) trends to identify improvement opportunities.
• Lead or support quality and compliance-related projects and initiatives across the business.

About You

• Bachelor's degree in Business Administration, Quality Management, Hospitality Management, Operations Management, or a related discipline.
• Minimum 5–7 years of experience in Quality Assurance, Compliance, Customer Service Operations, Contact Centre, BPO, Hospitality, Concierge Services, Financial Services, Insurance, Automotive Assistance, or other service-focused environments.
• Proven experience conducting quality monitoring, audits, compliance reviews, and performance analysis.
• Experience working within SLA-driven customer service environments.
• Demonstrated experience leading quality improvement initiatives and driving measurable business outcomes.
• Strong knowledge of quality assurance methodologies and compliance principles.
• Advanced analytical and problem-solving skills.
• Ability to interpret operational data and translate findings into actionable recommendations.
• Fluent in Thai (spoken and written) and English, with strong communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Why Join Us

Join Aspire Lifestyles Thailand and play a key role in strengthening service quality, compliance, and customer experience across our premium lifestyle and concierge operations.