Quality and Service Compliance Manager Ground

3 days ago

Doha, Qatar Qatar Airways Full time

**About the role**:
We are recruiting for Quality and Services Compliance Manager for Ground Services to be based in Doha, Qatar.

The successful applicant will ensure quality of services delivered from across all areas in Hub, develop and implement efficient operational procedures in compliance with international standard requirements and government regulations. You will ensure consistent monitoring of activities/ tasks practiced in the operations ensuring safety standards are executed, liaise with Group Safety and Security team in order to increase safety awareness within Hub and assist with the Occurrence Report investigation process. You will ensure that the Emergency Response Plan is up to date and proper training is conducted.

**Your specific responsibilities include**:
Operational:

- Monitor service quality and compliance deficiencies and create and deliver an efficient reporting system/ data trend for a concise corrective action.
- Participate in GOSAG as well as any ad hoc QA, Safety and Operational stream improvement projects.
- Set up monitoring systems to eliminate potential service safety and quality hazard.
- Keep emergency procedures up to date. Lead investigation process when incidents are reported in a timely manner with subsequent corrective actions implemented.
- Review existing policies and develop new plans to enhance processes and structures for assuring service efficiency, effectiveness and regulatory compliance.
- Determine the areas that require improvement and document them. Liaise with key stakeholders to share and learn new ideas in improving compliance consistency and efficiency.
- Oversee analysis of critical quality issues, propose and implement improvements to prevent reoccurrence.
- Communicate with Management on all aspects of quality control, processes and procedures.
- Compile excellent operational reports for the Hub Management and Ground Services Head Office.
- Ensure appropriate administrative records are maintained.
- Perform other duties as advised by the Management.

Management:

- Establish the department / team’s objectives and priorities to align with and support, business objectives.
- Regularly evaluate the team objectives, plans and procedures and practices and makes appropriate changes if needed.
- Oversee and supervise employees including direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.
- Actively monitor and provide staff performance related feedback. Plan and conduct performance appraisals.
- Motivate and inspire staff to improve performance, to achieve and exceed set objectives.

**Be part of an extraordinary story**:
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

**About you**:

- Having a min Bachelor’s level degree or qualification
- Qualification preferred are, Ground Operations Auditor and Quality and Safety Training
- A minimum 7 years of job
- related experience
- Previous experience in managing ground operations in large scale airport
- Previous experience in auditing Ground Operations.
- Having worked in a multicultural environment and with solid experience in Airlines safety track

Job Specific skills;
- Extensive knowledge of ramp and passenger handling operations.
- Highly energized and passionate about delivering 5 start service experience.
- Strong leadership and management abilities to inspire and motivate a team.
- Ability to work under pressure in a dynamic and fast paced environment.
- Result oriented and ability to meet required deadlines.
- Good analytical and decision-making skills.
- Good command of English language
- Ability to write reports, business correspondence and procedure manual.
- Ability to delegate work, set clear directions and manager workflow, Strong mentoring and coaching skills.
- Attention to detail and quality
- Process oriented
- Strong organizational skills
- Ability to train and develop subordinates’ skills.
- Flexibility with working hours especially during key service disruption periods.

**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

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