Customer Experience Quality Specialist
Job Description
As a Customer Experience Quality Specialist, you will evaluate and improve the entire customer journey, including digital platforms, airport services, and inflight experience. You will analyse customer feedback and performance metrics, identify areas for improvement, and work with teams across design, operations, and training to enhance service standards and maintain Qatar Airways’ reputation for excellence.
Key Responsibilities
- Conduct audits across the full customer journey, both online and in-person, using mystery shopping techniques to identify improvements.
- Review all customer touchpoints including apps, websites, chat, social media, and airport services to find ways to enhance satisfaction and engagement.
- Analyze customer feedback, NPS data, and industry trends to guide service improvements and maintain competitive standards.
- Work closely with design, operations, and training teams to ensure effective implementation of service enhancements.
- Maintain reporting tools that provide clear, data-based insights to support leadership decisions.
- Support the development of customer experience standards, KPIs, and engagement strategies across digital, ground, and inflight operations.
Skill & Experience
- Diploma or Bachelor’s degree (or equivalent) with at least 5 years of experience managing end-to-end customer experience quality audits in luxury hospitality, fine dining, cruise liners, or full-service airlines.
- Hands-on experience in customer-facing roles, including supervisory responsibilities.
- Skilled in MS Office and data visualization tools such as Power BI, Pisano, or Qualtrics.
- Strong understanding of customer experience principles with the ability to analyze complex data and turn insights into practical recommendations.
- Excellent communication and collaboration skills to work with stakeholders and support operational improvements.
- Detail-oriented with a proactive approach and a commitment to high-quality service standards.
- Knowledge of digital platforms, customer engagement strategies, and emerging trends in the service and hospitality sector.
