Quality Assurance Specialist

About the role

Marina Bay Sands is looking for a Quality Assurance Specialist to evaluate hotel operations, analyse evaluation data and drive continuous improvement across departments. The role works alongside other experts to uphold the hotel's standards and service culture.

Key responsibilities

• Perform unannounced, undercover evaluations of the hotel, applying standards accurately according to official guidelines, and plan and manage evaluation tasks efficiently while keeping a professional and discreet demeanour.
• Analyse evaluation data to find trends, recurring issues and performance gaps, investigate root causes and create targeted reports.
• Work with the training team to share analysis results, co-develop training content and agree on measurable improvement goals.
• Set performance benchmarks from historical data, industry standards or competitor analysis, establish continuous improvement initiatives and follow up with departments on progress.
• Gather additional feedback from TMs, NPS or TripAdvisor where possible, and hold regular meetings with department managers and training leads.
• Develop a dashboard or regular reporting system so business units can access quality metrics, trends and improvement status.
• Lead daily morning briefings with department leaders, maintain records and documentation, prepare reports and keep stakeholders updated on evaluation processes and standard changes.
• Follow workplace safety and health policy, contribute to departmental meetings, review workflows for productivity gains, support Sands Cares and sustainability programmes, and take on other duties assigned by management.

Required profile

• Bachelor's degree in Data Analysis, Quality Management, Hospitality or a related field.
• At least 2 years of experience in data analysis, quality assurance or similar roles, preferably in the luxury or hospitality industry.
• Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
• Willingness to work weekends and public holidays.

Required skills

• Proficiency in data analysis tools such as Excel, Tableau and Power BI.
• Excellent verbal and written communication skills, able to explain data insights clearly.
• Strong collaboration skills with training or operational teams, and proven ability to set benchmarks, track progress and drive continuous improvement.