Representative - Quality & Process Auditor (Travel)

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Job overview and responsibilities

Responsible for conducting a range of operational & Safety and Regulatory Compliance audits within the airport environment, which includes the auditing of, but not limited to, United employees and Business Partners. Drive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfaction. May require travel up to 100% of the time.

Provide Quality & Process audit results to United and Business Partner leadership by submitting audits via technology tool

Work with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safety

Gain trust with multiple stakeholders and provide insight on common audit trends and process observations

Champion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within them

Support department with ad-hoc operational support

Continue to grow in position by recurrent and ongoing training in Quality & Process standards across Airport Operations