About The Role

As a Customer Experience Quality Specialist, you will play a pivotal role in safeguarding and elevating our service standards, ensuring that Qatar Airways remains the benchmark for excellence in global aviation.

You will act as a trusted auditor and experience champion, conducting end-to-end evaluations of the customer journey—both digital and physical. From testing mobile apps, websites, and live chat platforms to assessing airport facilities and inflight services, you will uncover insights that drive innovation and operational excellence. Your expertise will help shape strategic decisions, improve processes, and enhance customer satisfaction by rapidly adapting to evolving expectations.

You will analyse key performance metrics such as NPS and customer ratings, maintain advanced reporting platforms, and collaborate with cross-functional teams to bridge design, operations, and training. Through competitor benchmarking and trend analysis, you will influence the development of engagement standards, KPIs, and service propositions that keep Qatar Airways ahead of the curve.

As a Customer Experience Quality Specialist, You Will:

• Conduct comprehensive audits of the entire customer journey—digital and physical—acting as a mystery shopper to uncover actionable insights.
• Evaluate all customer touchpoints, including mobile apps, websites, live chat, bots, social media, and airport facilities, identifying opportunities to enhance engagement and satisfaction.
• Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements and maintain Qatar Airways’ competitive edge.
• Collaborate with cross-functional teams to bridge design, operations, and training, ensuring seamless implementation of service enhancements.
• Develop and maintain advanced reporting platforms that deliver clear, data-driven insights for leadership decision-making.
• Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.

Qualifications

About You

A successful candidate should possess the following experience and qualifications:

• Diploma/Bachelor’s degree or Equivalent with minimum 5+ years of experience of leading end-to-end customer experience quality audits for digital, product, service design and / or operations in luxury hospitality, Michelin Star and / or high-end restaurants, cruise liners and / or full-service airline.
• Intermediate to advanced skill in MS Office and visualization tools such as Power BI, Pisano, Qualtrics
• Experience in a customer facing role with experience in a supervisory role.
• Excellent understanding of customer experience and ability to interpret complex data and translate insights into actionable recommendations.
• Exceptional communication and collaboration skills to influence stakeholders and drive change.
• A proactive mindset, attention to detail, and commitment to maintaining the highest standards of excellence.
• Strong understanding of digital platforms, customer engagement strategies, and emerging trends.