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Position:
Service Quality – Subject Matter expert –
GUEST SERVICES for a leading
Airline.
Duties & Responsibilities:
The candidate will be responsible for Planning and Monitoring
service quality levels by conducting Service Quality audits in
the areas of expertise (Guest Services). He/She will provide
inputs and drive improvement initiatives along with operational
departments and follow-up on improvement initiatives assigned.
Qualifications:
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Graduate/Post Graduate/ MBA
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Around 10 years of experience (currently at least at the
duty/shift manager level) with an airline (Both Domestic +
International) with Guest Services and having an in-depth
knowledge of flight handling and Ground equipment
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Must have computer knowledge and system knowledge
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Excellent knowledge of written and spoken English
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Strong analytical mind and detail oriented personality with
project management experience
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Able to work under pressure, willing to travel and flexible on
time
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Proactive approach to problem solving
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ISO QMS Awareness (Not Mandatory)
Key responsibilities:
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Plan, design and implement Quality Audits in the areas of
expertise (Guest Services), covering all aspects of Quality
namely – Products, Processes and People, as per set
procedures
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Prepare observation reports as per the guidelines and in
timely manner and the share the same with the stakeholders
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Conduct review/Obtain feedback from Stations and ensure all
feedback is actioned and followed upon
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Conduct Data analysis and identification of key trends on the
department level
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Develop and report Executive summary
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Identify improvement initiatives/Projects and closely work
with the user department from identification to implementation
of the initiative
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Conducting ISO QMS Internal Audits
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