Quality Assurance Coordinator

Job purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

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 the Quality Assurance Manager, 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:

Auditing:
Conduct and 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. This will also include 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.

Customer relationship management:
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.

Documentation:
Conduct process reviews to regularly monitor existing procedures, study old procedures and suggest improvements, identify system-related bottlenecks 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.

Administration:
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.

Data management:
Independently undertake internal reviews and audits on areas such as customer complaints on a periodic basis, collate information and present findings to the relevant team highlighting key trends and recommendations for corrective or preventative action to minimise future non-compliances.

Continual improvement:
Advise the Quality Assurance Manager on areas for continual improvement by collating findings of benchmarking, internal, external, spot, and mystery shopping audits and customer feedback. Work closely with the Quality Assurance Manager in executing improvement initiatives identified by QA management. Support line management in implementing these initiatives within agreed timelines.

Qualification

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

• Vocational or Diploma (12+2 or equivalent) and 5+ years of experience in Engineering, Quality Assurance, or Health & Safety.
• 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 hotel stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city.