Assistant Manager – Service Quality

OVERALL PURPOSE OF THE JOB

Responsible for ensuring the highest standards of service quality across the organization, driving continuous improvement, and ensuring compliance with industry standards. The role focuses on optimizing service performance, minimizing operational costs, and enhancing customer satisfaction.

PRINCIPLE DUTIES

1. Service Quality Strategy – Develop and implement service quality improvement strategies aligned with company goals.
2. Compliance & Standards – Ensure adherence to API Q2, ISO 9001, and other relevant industry standards and regulatory requirements.
3. Performance Monitoring – Oversee service quality metrics, analyze trends, and implement corrective actions as needed.
4. NPT & COPQ Management – Identify and minimize Non Productive Time (NPT) and Cost of Poor Quality (COPQ) across operations.
5. Audit & Risk Management – Lead internal and external audits, address findings, and mitigate service quality risks...