The air cargo industry is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. As the world’s largest global air cargo carrier, Qatar Airways Cargo is leading this change.
To support our vision, we are looking for talents – the bold, the imaginative and the change-maker. All of who will support Qatar Airways Cargo’s position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of our passionate team.
As the business expands, we are pleased to announce an incredibly exciting opportunity to be part of Qatar Airways Cargo’s Cargo Business Optimization Team in Doha as a Quality Assurance Lead.
Join the QR Cargo family and leave a mark as part of the Cargo Customer Experience team.
About the role
As a Quality assurance lead, you will be responsible to manage the implementation of quality standards for QR Cargo systems and processes. Responsible for local analysis of quality results and production of report on KPI, as well as development of measures and methods to ensure the quality objectives are met. Implement effective quality initiatives, assisting in achieving continuous qualitative improvement in service delivery through all customer channels. Support and advice QR Cargo CX managers on quality needs and requirements. Ensure release are tested as per the change request (CR) and document the results for further improvement in the release process.
As part of your role, your responsibilities will be inclusive of, but not limited to the following:
- Operational Implement a comprehensive quality assurance (QA) strategy to ensure delivery of high-quality application services.
- Collaborate with stakeholders to define and document quality standards, metrics, and key performance indicators (KPls) for the service desk.
- Devise and oversee the implementation of proactive quality control processes, such as audits, inspections, and reviews, to identify and address issues before they impact end-users.
- Analyze data and trends to identify opportunities for continuous improvement in service quality and customer satisfaction.
- Provide recommendations to management on process enhancements, resource allocation, and technology investments to strengthen the QA program.
- Establish governance frameworks and policies to maintain the integrity, security, and accessibility of the knowledge base.
- Lead a team of QA analysts, inspectors, and knowledge management specialists to ensure effective implementation of QA and knowledge management processes.
- Develop and maintain comprehensive test plans, scripts, and procedures to validate the functionality, usability, and performance of QR Cargo support desk, supported applications and processes. (e.g PROS, CROMIS, SalesForce etc.)
- Conduct regular quality assurance reviews and audits of service desk operations, including incident management, problem management, change management, and service request fulfilment
- Collaborate with the support manager and other team leads to address quality-related issues and implement corrective actions.
- Develop and maintain a comprehensive knowledge base to capture best practices, troubleshooting guidelines, and step-by-step procedures for resolving common QR cargo application issues.
- Implement effective knowledge management processes, such as knowledge capturing, validation, categorization, and retrieval, to ensure the knowledge base remains up-to-date and easily accessible.
- Provide training and support to Cargo digital support team & customer service on effectively leveraging the knowledge base to improve first-call resolution rates and customer satisfaction
Qualifications
About you
- Hands-on experience in designing and implementing quality assurance processes for cargo related a applications.
- Strong problem-solving and critical-thinking skills to investigate and resolve complex service desk issues.
- Strong technical knowledge and understanding of service desk operations, processes, and technologies Excellent problem-solving, critical thinking, and analytical skills
- Proficiency in quality assurance methodologies, tools, and techniques (e.g., testing, auditing, root cause analysis)
- Effective project management and change management skills.
- Excellent communication, interpersonal, and stakeholder management skills
- Data-driven decision-making and proficiency in data analysis and reporting
- Proficient in knowledge management processes and tools Familiarity with agile and DevOps practices
- Strong attention to detail and commitment to quality
- Ability to work collaboratively and cross-functionally
- Continuous learning mindset and willingness to stay up-to-date with industry trends and best practices Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.
- Ability to train and develop subordinate's skills.
- Ability to foster teamwork among team members.
How to apply
Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed
- All internal candidates can only have three active applications at any point in time
- All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
- All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process