Head of Quality Assurance & Release Plan

Qatar Airways

Drive the digital direct revenue growth and win customer preference by designing and implementing an industry-leading customer-centric digital commerce and traveller services product.
Establish and operate the quality assurance discipline across digital business units to ensure customer needs and feedback are represented in digital product design and delivery, and make sure new digital products and services meet industry and internal standards as well as meet and exceed traveler expectations.
Key Responsibilities:
  • Responsible for end-to-end initiative delivery for the Digital Organization including Quality Assurance, Portfolio & program management as well as Release Management
  • Define digital experience vision and customer satisfaction metrics based on commercial priorities and digital strategy.
  • Establish framework to collect, assess, structure and channel customer feedback, needs and expectations into product design and feature prioritization processes in order to achieve customer centric design.
  • Implement tools and processes to facilitate triaging, investigating and logging experience delivery shortfalls and issues for digital products.
  • Organize digital product planning sessions to streamline product and platform roadmaps and deliveries based on value and dependencies.
  • Advocate traveller friendly digital products and solutions by building empathy to customer needs in digital product management teams.
  • Partner with Loyalty to build capability where traveller behaviour and transactional data are linked to product and features to identify opportunities and discover must-fix issues.
  • Develop framework for creating meaningful acceptance criteria for features and stories to ensure releases meet desired internal objectives and external expectations.
  • Track and review issues raised in traveller communities and rating platforms to be able to alert digital product teams of critical issues and identify areas of improvements.
  • Follow product usage statistics, satisfaction scores and NPS for all digital commerce and traveller services to discover product design and process gaps.
  • Optimize release planning by tracking deviations in planned and actual release dates as well as number of problems identified and implement processes and tools to reduce these.
  • Build a comprehensive reporting to provide visibility on complaints and compliments, their impact on product usage, customer value and loyalty.
  • Responsible for end-to-end Quality Assurance and initiative delivery for the Digital Organization
  • These efforts will drive airline bookings, ancillary sales, grow enrolments and deepen engagement, as well as launch and grow new revenue streams for the company and require an understanding of the rapidly changing marketing and media landscape with a passion for continuously learning to keep pace with the latest evolutions. Success will be measured not only by traditional KPls such as Sales, NPS etc. but also on asset creation and true customer “direct” engagement and retention with Qatar Airways’ digital channels Ensure the day to day operations of the Digital products (website and apps) continue defect-free and recover gracefully without impact to business or passengers
About You:
The applicant should have a Bachelor’s Degree or equivalent.
You must have a minimum of 10 years of job-related experience.
Should have excellent verbal and written communications skills. Also possess good analytical, interpersonal skills and a proven team player.
Required
  • Good understanding of travel industry sales marketing and distribution mechanisms.
  • Solid knowledge of core airline systems and applications.
  • Experience in using customer feedback and survey tools.
  • Coaching and developing young professionals to deliver value in a cross-functional organization.
  • Previous experience in managing customer service / support operations.
  • Previous experience in managing digital product(s) preferably in the travel industry.
  • Ability to foresee impact of changes and predict outcomes.
  • Customer-centric thinking and ability to empathize with travellers.
  • Ability and confidence to present to senior management.
  • Ability to lead and work with cross-functional teams.
  • Creative thinking in using technology to solve problems.
Preferred
  • Experience in airline service delivery across entire customer journey
  • Understanding and experience in agile product development.

Apply for this job on company website, click on this link: careers.qatarairways.com.