Summary/Objective: As part of API's ongoing commitment to operational excellence across the Asia Pacific (APAC) region, the Continuous Improvement & Trainer, APAC role is responsible for strengthening service quality, operational consistency, and capability uplift across the region. This role owns the end-to-end design and delivery of Operations training programs, while driving continuous improvement through quality assurance, process, and the development and maintenance of training materials and SOPs. Working closely with the leadership and frontline teams, the role ensures processes are clearly documented, consistently applied, and aligned with client and operational requirements. This is a hands-on role focused on analysing operational performance, conducting service quality audits, and translating insights into practical improvements and effective training solutions. The role also supports a culture of accountability, continuous learning, and operational discipline to ensure consistently high-quality service delivered across APAC. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Own and manage end-to-end Operations training programs across APAC, including training needs analysis, curriculum design, delivery, evaluation, and continuous improvement. Design, develop, and maintain training materials, operational manuals, and Standard Operating Procedures (SOPs) to ensure clarity, consistency, and compliance with client contractual requirements and SLAs. Facilitate Operations team's new hire, recurrent, remedial, and transitional training, including support for new clients, systems integration, procedures, or service models Design and administer training assessments and certification processes to validate competency and readiness. Lead train-the-trainer initiatives and provide coaching to internal subject matter experts and operational leaders Enhance Learning & Development programs through competency frameworks, skills tracking, and targeted capability uplift initiatives. Support BPO partners in the facilitation and delivery of Operations training, ensuring training content, standards, and methodologies are aligned with API requirements and service standards Conduct quality assurance activities, including call monitoring, service quality audits, and process compliance reviews, and provide Operations team members with comprehensive qualitative feedback, including voice audit summaries and analysis of productivity levels against established goals, to identify performance gaps and improvement opportunities. Drive continuous improvement initiatives by translating QA insights, operational data, and frontline feedback into practical, sustainableimprovements Ensure processes and procedures are clearly documented, current, and consistently applied, addressing operational work methods and issues, and ensuring teams have accurate, up-to-date information aligned with operational, client, and regulatory requirements. Define, evaluate, and monitor relevant KPIs and performance metrics to measure the impact of training and continuous improvement initiatives. Work closely with Operations leadership, Account Management, and frontline teams to support client delivery transformation initiatives. Provide operational support during peak periods, disruptions, or implementation phases, including managing escalated calls and chats, to ensure continuity of service and effective issue resolution. Required Skills Proven ability to design, deliver, and manage end-to-end training programs, including needs analysis, curriculum development, facilitation, assessment, and effectiveness evaluation. Strong training facilitation skills across in-person, virtual, and hybrid environments, with the ability to engage diverse audiences. Demonstrated experience in quality assurance, including service quality audits, call monitoring, and process compliance reviews. Strong analytical and critical thinking skills, with the ability to interpret operational data, identify trends, and translate insights into actionable improvements. Ability to create and maintain clear, structured documentation, including SOPs, manuals, and training materials. Excellent written and verbal communication skills, with the ability to present complex information clearly and persuasively. Strong coaching and feedback capability, with the ability to deliver constructive, evidence-based feedback to individuals and teams. Strong organisational and time management skills, with the ability to manage multiple initiatives and competing priorities in a fast-paced operational environment. High attention to detail, with a strong focus on accuracy, consistency, and quality outcomes. Proficient in Microsoft Office Suite and collaboration tools (e.g., Word, Excel, PowerPoint, Teams, Slack); ability to learn operational and QA systems quickly. Required Education and Experience A Bachelor’s degree (or equivalent professional experience) is preferred. Minimum 3–5 years’ experience in airline operations, hotel/travel operations, call centre, or service delivery environments. Demonstrated experience in training, learning and development, or operational capability uplift, including end-to-end training design and facilitation. Proven experience in quality assurance, service quality auditing, or process compliance within an operational environment. Strong operational knowledge of airline, hotel or travel industry workflows, ideally including crew or passenger disruption support. Experience developing and maintaining SOPs, operational manuals, and training documentation. Exposure to process improvement or continuous improvement initiatives, including workflow analysis and implementation of operational improvements. Experience working with or supporting BPO or outsourced operations partners is highly desirable. Ability to operate effectively in a fast-paced, change-driven environment while maintaining service continuity. Proficiency in Microsoft Office Suite and collaboration tools; ability to learn operational, QA, and training systems with ease. Position Type and Expected Hours of Work This is a full-time position, Monday - Friday core API business hours with flexibility to work evenings and weekends based on business/operational needs. Travel Requirements This position may require occasional travel (within APAC), approximately 5 to 20 days per year. Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you! Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. AAP/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.