Senior Officer Quality Standards
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Key skills for this role
About the Role
Abu Dhabi Airports Company is seeking a Senior Officer Quality Standards to ensure quality standards are implemented and monitored across the airport. The role involves inspections, audits, data analysis, and stakeholder coordination to maintain service excellence.
Key Skills for This Role
Responsibilities
- Define quality standards, policies, procedures, KPIs, and targets.
- Establish procedures for sampling, data collection, and reporting.
- Oversee implementation and efficiency of quality monitoring systems.
- Plan and conduct inspections to ensure compliance with agreed KPIs and standards.
- Document activities, perform internal audits, and produce audit/performance reports.
- Analyze complaints and non compliance issues against set standards.
Requirements
- Bachelor's degree in a relevant field
- Certification in a related discipline
- ACES: Airport Customer Experience Specialist
- Minimum 5 years of relevant experience
Full Job Posting
Role Overview
- The Senior Officer Quality Standards role ensures that quality standards are implemented, monitored, and continuously improved across Abu Dhabi Airports.
- The role conducts inspections, identifies gaps, tracks corrective actions, and supports the Quality Standards Manager in developing and applying frameworks such as ACI, ISO, ICAO, and IATA.
- It also collaborates closely with Operations to maintain SLA performance and elevate customer experience service standards.
Responsibilities
- Quality standards development — Define quality standards, policies, procedures, KPIs, and targets.
- Sampling & data guidelines — Establish procedures for sampling, data collection, and reporting.
- Monitoring & inspection — Oversee implementation and efficiency of quality monitoring systems.
- Service delivery inspection — Plan and conduct inspections to ensure compliance with agreed KPIs and standards.
- Audit documentation — Document activities, perform internal audits, and produce audit/performance reports.
- Customer grievance analysis — Analyze complaints and non‑compliance issues against set standards.
- Statistical data analysis — Gather, organize, and analyze quality data; report results.
- Stakeholder engagement — Conduct periodic performance meetings and ensure consensus‑based decisions.
- Passenger experience evaluation — Assess passenger needs, design service operations, and implement corrective actions.
- Compliance with aviation standards — Ensure alignment with ACI, ISO, ICAO SARPs, and IATA guidelines.
- Interdepartmental coordination — Participate in meetings with ASQ, AUH Operations, and Abu Dhabi DoT.
- Management system compliance — Follow all company policies, SOPs, and regulatory requirements.
Requirements and Skills
- Planning & organizing
- Analytical & problem solving
- Strategic management
- Integrity & work ethics
- Communication skills
- Interpersonal skills
- Ability to work under pressure
- Bachelor’s degree in a relevant field
- Certification in a related discipline
- ACES: Airport Customer Experience Specialist
- Preferred certifications: Quality Engineer, Quality Auditor, Six Sigma, Quality Improvement Associate
- Minimum 5 years of relevant experience
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