We use cookies to provide you with a personalized experience on our website. Our cookies fall into four categories: strictly necessary, performance, functional, and marketing. By utilizing marketing cookies, we are able to tailor our content and advertising to your interests, making the information you receive more relevant to you. This helps us to better understand and serve our customers, while also ensuring that our website runs smoothly and efficiently.
DeclineJoin a dynamic team of professionals passionate about air travel and customer service. Nile Air offers exciting career opportunities in various fields, including operations, maintenance, customer service, marketing, and more. We invest in employee growth.
Quality Assurance Specialist – Now Hiring We're looking for a detail-oriented professional to help maintain and improve our internal quality standards. Join us and be part of a team committed to operational excellence. Apply today.
Posted: 2 weeks before
The Quality Assurance Specialist is responsible for monitoring, evaluating, coaching, and enhancing service quality across all passenger-facing operations.
This role ensures that the customer experience standards and guidelines are consistently met and that procedures are followed to maintain high service levels.
Qualifications and Required Experience:
Bachelor's Degree or equivalent
Minimum 2 years of experience in quality assurance or process improvement, preferably in the aviation industry.
Knowledge of quality standards such as Six Sigma, or other relevant methodologies is a plus
Advance Amadeus skills with 2-year experience.
Flexibility to work in rotating shifts and on days off.
Strong knowledge of aviation products and technical procedures.
Full awareness of customer service practices and principles.
Excellent English language communication skills Written/Spoken.
Proficient in Microsoft Office; Power BI experience is a plus.
Analytical thinking and problem-solving skills
Excellent listening and communication skills.
Strong organizational and reporting skills.
Proficient in Presentation Skills.
Roles and Responsibilities:
Monitor and evaluate customer interactions (calls, emails, chats, etc.) for quality and compliance.
Assess employee performance against customer experience standards and provide regular feedback
Identify gaps in service quality and recommend improvement actions.
Support training and coaching initiatives based on QA results/reports.
Prepare detailed reports on quality performance metrics and trends.
Validate passenger survey responses and prepare detailed reports, highlighting issues and offering clear recommendations for improvement.
Collaborate with team Supervisors and managers to improve operational effectiveness.
Ensure adherence to regulatory and company policies.
Participate in process improvement initiatives and suggest best practices.
Maintain accurate records of evaluations and quality reports.
Prepare and submit weekly and monthly reports to management, covering passenger survey outcomes and quality performance for the Customer Experience team.