Job Overview
Qatar Airways is seeking a Customer Experience Quality Specialist to safeguard and elevate service standards across digital, inflight, and airport experiences. The role involves conducting comprehensive audits, analyzing customer feedback, and providing actionable insights to improve processes, enhance satisfaction, and maintain Qatar Airways’ position as a global benchmark in aviation.
Key Responsibilities
- Conduct end-to-end audits of the customer journey—digital platforms, inflight services, and airport facilities.
- Act as a mystery shopper to uncover actionable insights and opportunities for improvement.
- Evaluate all customer touchpoints including mobile apps, websites, live chat, bots, and social media.
- Analyze NPS dashboards, feedback, and industry trends to inform strategic initiatives.
- Collaborate with cross-functional teams to bridge design, operations, and training for service enhancements.
- Develop and maintain advanced reporting platforms for clear, data-driven insights.
- Influence the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.
- Perform other duties as directed by the Head of Department.
Qualifications & Skills
- Diploma or Bachelor’s Degree or Equivalent.
- Minimum 5+ years leading end-to-end customer experience audits in luxury hospitality, Michelin Star restaurants, cruise liners, or full-service airlines.
- Intermediate to advanced proficiency in MS Office and visualization tools such as Power BI, Pisano, and Qualtrics.
- Experience in customer-facing roles with supervisory responsibilities.
- Strong analytical skills to interpret data and translate insights into actionable recommendations.
- Excellent communication and collaboration skills to influence stakeholders and drive change.
- Proactive mindset, high attention to detail, and commitment to excellence.
- Strong understanding of digital platforms, customer engagement strategies, and emerging trends.
