Quality Assurance Coordinator Emiratisation

Job Purpose

dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Quality Assurance Coordinator you will plan, coordinate, and implement quality management and quality improvement programs. Monitor and provide assistance with quality assurance and compliance functions. In conjunction with Quality Assurance Manager, to provide consultation and direction to ensure programs and services are implemented at the highest standards and customers receive the highest level of satisfaction. Ensure policies and procedures are monitored and updated to include regulatory changes.

In This Role You Will

• Conduct, compile process compliance audits as per the required standards to ensure the requirements have been met and identify areas of non-compliance by raising audit reports and submitting them to the Quality Assurance Manager.
• Regular follow ups with the functional business unit to ensure implementation of the corrective action as per the agreed time frames.
• Coordinate with business units and external providers in planning and executing second party audits in order to measure conformance to contractual obligations.
• Administer customer feedback in the recommended response system and work with the line and customer support departments to ensure timely corrective action is taken on feedback findings. And promote customer satisfaction.
• Conduct process reviews to monitor regularly the existing procedures, study old procedures and suggest improvements, identify system related bottle necks and improve efficiencies where possible.
• Analyse and review documentation on department procedures and work instructions in the designated teams and ensure all current versions are available to ensure compliance with the requirements of the standard.
• Provide technical and administrative support to the immediate supervisor in areas such as awareness training for new and current staff, collation of customer survey feedback, preparation for audits, meetings and management reviews.
• Independently undertake internal reviews and audits on areas such as customer complaints on a periodic basis, collate information and presenting findings to the relevant team highlighting key trends and recommendations for corrective or preventative action to minimise future non compliances.
• Advise QAM on areas for continual improvement by collating findings of benchmarking, internal / external / spot / mystery shopping audits and customer feedback.
• Work closely with QAM in executing improvement initiatives identified by QA management.
• Support line management in implementing initiatives within agreed timelines.
  
  

Qualification

To be considered for the role, you must meet the below requirements:

• 5+ Years of experience quality assurance.
• Experience in Health & Safety.
• High school degree.
• Experience in a similar aviation services business or other large services sector organization.
• An understanding of the Quality and Safety Management Systems with hands-on experience in using relevant tools.
• High level of computer literacy.
• Prior exposure to Quality and / or Health & Safety systems.
• Exceptional administration and communication skills.
• Knowledge of standards, auditing, documentation and report writing.
  
  

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

---