Senior Service Excellence Delivery Agent – Join Our Talent Pool (Qatar) Doha

Requirements

A high school qualification and at least two years of relevant experience are required, including two years in customer experience or product quality within the hospitality industry. Applicants need English proficiency, quality-control and auditing skills, report-writing ability, mentoring skills, and the ability to foster teamwork; aviation or airline quality-management experience is preferred.

Job Summary

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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Disclaimer: This advertisement reflects a current recruitment requirement of Qatar Airways Group. Qatar Airways Group reserves the right, at any time, to amend, suspend, withdraw, or otherwise modify this recruitment process, including converting the vacancy into a talent pipeline for current or future hiring requirements. This advertisement does not constitute an offer of employment or a commitment to recruit.
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

Responsibilities

Conduct detailed quality and conformance checks of aircraft appearance, customer experience, and grooming standards across aircraft, terminal, and airside touchpoints. Record and report findings, escalate operational issues, and work with frontline staff and management to address discrepancies and implement corrective actions.

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