Senior Service Excellence Delivery Agent | Qatar Aviation Services

About the Role

Responsible to conduct meticulous QAS Standards and Services excellence Quality checks, ensuring adherence to appearance and presentation standards within the designated zone. This role entails comprehensive monitoring of cleaning operations, customer experience and grooming standards. Accountable for rectifying any discrepancies to uphold the highest cleanliness and Services standards.

Responsibilities

• Accountable to perform conformance checks on cabin appearance operations, customer experience and grooming standards in line with customer airline requirement and standards.
• Perform detailed Quality checks covering all areas of the aircraft and customer services touchpoints inside terminal and airside.
• Responsible to record the cabin appearance, customer Experience and grooming standards quality checks accurately and prepare comprehensive reports to be shared with Service Excellence Delivery Specialist outlining any discrepancies or areas for improvements.
• Collaborate with Cabin appearance and customer facing staff and Line Management to address identified issues and implement corrective measures.
• Maintain a keen eye for detail and consistently uphold high standards of aircraft cleanliness and Customer Experience and employee grooming.
• Ensure that any operational issue is promptly reported to the Line Manager, with necessary requirements communicated to shift supervisors to ensure on time performance.
• Remain impartial and demonstrate complete transparency when reporting any discrepancy and promptly escalate those findings to the service excellence delivery specialist to implement corrective actions immediately.
• Perform other department duties related to his / her position as directed by the Head of the Department

About you

Essential 

• Highschool qualification with minimum 2 years of job-related experience
• 2 years of experience in Customer Experience or Product Quality in any of Hospitality industry
• Command of English language
• Customer Experience
• Hospitality Quality Control Checks
• Auditing skills
• Strong mentoring
• Report writing
• Ability to foster teamwork among team members and over different departments

Preferred

• Minimum 1 year of working experience in an Aviation/Airline Quality Management environment with responsibility of customer and passenger experience
• Experience in quality audits knowledge with reference to product and delivery
• Hospitality Quality Management System Knowledge

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About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community