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Director of Quality ＆ Compliance

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Specialisation: Hotel Services
Education Qualification: Bachelor Degree
Work Location : Kota Kinabalu, Sabah
Salary Range : RM 15,000.00 – 18,000.00
Posted Date : May 04, 2026

JOB DESCRIPTION

Position Title

Director of Quality Standards & Compliance

Department

Quality Assurance & Compliance

Division

Operations / Executive Office

Reports To

General Manager / Chief Operating Officer / Resort Director

Supervises

Quality Standards & Compliance Team, Departmental SOP Custodians

Employment Type

Full-Time, Senior Management

Position Overview

The Director of Quality Standards & Compliance is responsible for establishing and leading the organisation's quality governance, compliance, and operational excellence framework across multiple hospitality and leisure operations. This role oversees the development, implementation, and continuous improvement of Standard Operating Procedures (SOPs), internal audit programmes, regulatory compliance, and quality assurance initiatives to ensure consistent service delivery, operational efficiency, and adherence to industry best practices.

The position plays a strategic role in driving a culture of continuous improvement, strengthening risk management, and ensuring the organisation remains compliant with applicable regulations while continually enhancing operational standards and guest experiences.

Key Responsibilities

SOP Governance & Continuous Improvement

  • Establish, maintain, and govern the organisation's Standard Operating Procedure (SOP) framework, including document control, version management, scheduled reviews, and departmental ownership.

  • Evaluate existing SOPs to identify gaps, inefficiencies, outdated practices, and compliance risks, implementing structured improvement initiatives where required.

  • Develop performance indicators and measurement frameworks to assess SOP effectiveness, compliance, and operational outcomes.

  • Collaborate with department heads to review and enhance operating procedures based on operational requirements, regulatory changes, and industry best practices.

  • Develop governance processes, escalation procedures, and reporting mechanisms to ensure consistent compliance with organisational standards.

Quality Assurance & Internal Audit

  • Develop and implement a comprehensive internal audit programme covering operational, administrative, financial support, and service quality functions.

  • Conduct systematic audits using evidence-based methodologies and prepare detailed reports highlighting observations, risk assessments, root causes, and improvement recommendations.

  • Coordinate external audits, inspections, certifications, and regulatory assessments, ensuring organisational readiness and successful outcomes.

  • Benchmark operational performance against recognised industry standards and best practices to identify opportunities for continuous improvement.

  • Monitor corrective action plans and ensure timely resolution of audit findings across all departments.

Regulatory Compliance & Risk Management

  • Monitor applicable legislation, regulatory requirements, industry standards, and compliance obligations relevant to hospitality and service operations.

  • Proactively identify regulatory changes and coordinate implementation plans to ensure organisational compliance.

  • Maintain a comprehensive Compliance Register covering licences, permits, statutory inspections, certifications, and renewal schedules.

  • Liaise with regulatory authorities, government agencies, certification bodies, and legal advisors as required.

  • Support organisational risk management initiatives by identifying compliance risks and recommending appropriate mitigation measures.

Quality Innovation & Best Practices

  • Research emerging trends, technologies, and international best practices in quality management, compliance, operational excellence, and guest experience.

  • Recommend and implement quality improvement initiatives, including digital SOP management systems, electronic audit platforms, compliance dashboards, and performance monitoring tools.

  • Lead organisational readiness for recognised quality and sustainability certifications such as ISO standards, HACCP, environmental certifications, and other relevant accreditation programmes.

  • Present quality improvement strategies and innovation roadmaps to senior leadership on a regular basis.

Training, Awareness & Organisational Culture

  • Partner with Human Resources and Learning & Development teams to integrate quality standards and compliance awareness into onboarding, technical training, and leadership development programmes.

  • Conduct workshops, SOP briefings, compliance awareness sessions, and refresher training for employees across all levels.

  • Develop communication strategies to ensure employees remain informed of policy updates, regulatory requirements, audit outcomes, and quality initiatives.

  • Foster a culture of accountability, continuous improvement, and operational excellence throughout the organisation.

Executive Reporting & Stakeholder Management

  • Prepare monthly, quarterly, and annual quality and compliance reports for senior management, including audit performance, compliance metrics, risk assessments, and trend analyses.

  • Advise executive leadership on regulatory risks, operational vulnerabilities, reputational concerns, and strategic improvement opportunities.

  • Serve as the primary escalation point for significant compliance breaches, quality incidents, and operational governance issues.

  • Support strategic planning by providing recommendations to strengthen organisational standards and governance.

Qualifications & Requirements

Education

  • Bachelor's Degree in Hospitality Management, Business Administration, Quality Management, Risk Management, or a related discipline.

  • Professional certifications such as ISO Lead Auditor, Six Sigma, Certified Quality Auditor (CQA), or equivalent are highly desirable.

Experience

  • Minimum 8 years of experience in hospitality, service industries, or related sectors.

  • At least 4 years in a senior quality assurance, compliance, operational excellence, governance, or standards management role.

  • Experience supporting multi-property or multi-site operations is highly advantageous.

Quality & SOP Expertise

  • Proven experience designing, implementing, maintaining, and governing enterprise-wide Standard Operating Procedure (SOP) frameworks.

  • Demonstrated success driving organisational quality improvement and process optimisation initiatives.

Audit & Compliance

  • Experience conducting internal audits, quality assessments, regulatory inspections, and compliance reviews.

  • Familiarity with quality management systems, food safety programmes, health and safety standards, and recognised certification frameworks is advantageous.

Regulatory Knowledge

  • Strong understanding of applicable hospitality regulations, statutory compliance requirements, occupational health and safety standards, food safety legislation, environmental regulations, labour laws, and data protection requirements.

Technology

  • Proficiency in Microsoft Office applications, document management systems, audit management software, compliance tracking platforms, and quality management systems.

  • Experience with hospitality management systems or enterprise governance software is an advantage.

Language

  • Excellent written and verbal communication skills in English.

  • Proficiency in the local business language is required.

  • Additional language capabilities are considered an advantage.

Key Performance Indicators (First 12 Months)

The successful candidate is expected to:

  • Complete a comprehensive review and enhancement of all organisational SOPs.

  • Establish and execute a structured organisation-wide internal audit programme.

  • Successfully implement new quality, compliance, or governance initiatives that improve operational effectiveness.

  • Develop and present a multi-year Quality Standards & Compliance Roadmap aligned with organisational objectives.

  • Build strong collaborative partnerships with department leaders while promoting a culture of continuous improvement and operational excellence.

Core Competencies

  • Strategic thinking and governance leadership

  • Operational excellence and continuous improvement

  • Quality assurance and compliance management

  • Audit planning and execution

  • Analytical thinking and data-driven decision-making

  • Risk assessment and problem-solving

  • Change management and organisational influence

  • Strong interpersonal and stakeholder management skills

  • Excellent written and verbal communication

  • High ethical standards, integrity, and professional judgement

  • Attention to detail and commitment to quality

  • Leadership, coaching, and team development

Disclaimer

The above responsibilities describe the general nature and scope of the position and are not intended to be an exhaustive list of all duties. Management reserves the right to amend, modify, or assign additional responsibilities as necessary to meet organisational and operational requirements.

 

Kindly contact Ms Rachel at +6019-772 2619 for further details or send your resume to [rachel.gan@cityrecruit.com.my]

or

Kindly contact Mr Sashi +6012 585 5453 for further details or send your resume to [crcs-my-recruitment2@cityrecruit.com.my]

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