Caraline Kwan

Caraline Kwan is an experienced professional in customer experience and training management, currently serving as a Customer Experience Program Manager and Training and Quality Manager at Pelago by Singapore Airlines since October 2022. Responsibilities include designing training programs, implementing quality control measures, and fostering a culture of continuous improvement. Previously, Caraline was the TQP Lead for Trust & Safety at Genpact from November 2018 to September 2022, managing a team focused on training and quality, and has extensive experience in training coordination and call center management from roles at West Unified Communications Services, InterCall Asia Pacific, Carrier Singapore Pte Ltd, and Kenqo Pte Ltd. Caraline's expertise encompasses training program design, quality standards improvement, and performance analysis across various organizational settings.