Performance and Quality Officer | Qatar Airways | Doha, Qata... - Qatar

Location: Doha
Company Name: Qatar Airways Group
About Your Job
As a Performance and Quality Officer you will monitor and audit the Qatar Airways Global Cargo Customer Services staff’s performance and quality standards and develop pertinent statistical data and determine areas requiring improvement. You will inspect the performance and work being delivered and enforcing good validating processes, providing auditable documentation, and formulate guidelines concerning improvement of the present quality standards.

You will assess departmental performance against the service management quality standards by leading and designing measurement of key performance metrics so the department has actionable and robust metrics in place to drive business improvement. It involves ongoing monitoring and analysis of all staff communication channels, this includes emails, phone calls and business processes that meet strategic objectives of the Customer Service Department.

You will take the lead in conducting weekly feed-back session on the quality standard achieved and will be working closely with all Global Customer Service staff conducting observations on their performance, thorough analysis, promoting improvements, solutions and initiatives to enhance quality standards.

About You
To be successful in this role, you must hold a Bachelor’s Degree or equivalent with a minimum of 4 years of job-related experience. Proven track record of employing proven business methodologies including project management, quality management, Six Sigma/Lean and customer relationship management would be essential.

You should have the ability to articulate business needs, conduct analysis, trend monitoring and performance evaluation. It is important to have excellent communication skills and ability to effectively interact with colleagues and stakeholders at all levels. You must be self-motivated, organized and a self-starter. We seek individual who is goal driven and dynamic.

Importantly, you will uphold the highest personal and professional standard and have a positive and passionate attitude towards industry stakeholders. Proficiency in computer applications with highly developed planning, analytical and problem solving skills are very much needed in this role.