Executive - Support Quality

About Business JOB DESCRIPTION Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Airports Holding Limited: Adani Airports Holding Limited is reshaping the aviation landscape, transforming airports into dynamic hubs of connectivity, innovation, and service excellence. By prioritizing passenger experience, leveraging state-of-the-art technology, and enhancing operational efficiency, we are redefining airport infrastructure across India. Our vision is to create world-class airports that serve as gateways to regional development and global connectivity, positioning Adani Airports as a leader in the aviation sector with a focus on sustainable growth and community impact. Job Purpose:

Executive - Customer Experience & Quality is responsible for supporting daily operations to ensure an exceptional passenger experience across all touchpoints at the airport. This role ensures includes monitoring customer service standards, collecting and analyzing feedback, and coordinating with other airport departments to enhance service quality. ResponsibilitiesAssist with Customer Service Delivery: Provide hands-on support at customer service points, including information desks and passenger assistance areas, to ensure passengers have a smooth and positive experience throughout their journey.

Address passenger complaints or concerns promptly, ensuring a satisfactory resolution and escalating complex issues to the Lead or Head of Customer Experience & Quality when necessary. Contribute To Customer Experience EnhancementEngage in implementing customer service initiatives, aligning with OMDA objectives to boost passenger satisfaction. Gather and analyze customer feedback, assisting in identifying key areas for service enhancement. Collect And Record Customer FeedbackInteract with passengers to gather feedback on their experience, using surveys, suggestion boxes, or direct interviews. Document feedback accurately and escalate recurring issues to the Lead for further analysis.

Support In KPI Tracking & Performance MonitoringAssist in monitoring and tracking key performance indicators (KPIs) related to customer satisfaction, response times, and service quality. Contribute to the preparation of reports on performance metrics and track progress towards achieving service goals, sharing insights with senior management. Facilitate Continuous Improvement ActivitiesCollaborate with cross-functional teams to identify opportunities for enhancing service quality in terminal operations. Conduct feedback sessions and surveys to gather insights and recommend process improvements for customer experience.

Quality And Compliance SupportAssist in conducting regular internal quality audits to measure adherence to established service standards and regulatory mandatesHelp the team execute routine compliance checks to ensure operations align with regulatory authorities. Training & Development SupportParticipate in training sessions to stay updated on service standards and customer experience best practices. Help onboard new team members, providing them with guidance on customer interaction standards and operational procedures. Assist During High Traffic Or Crisis SituationsProvide additional support during peak times, delays, or disruptions by assisting with passenger flow and offering guidance, contributing to a calm and organized environment.

Key Stakeholders - InternalLead - Customer Experience & QualityTerminal Operations TeamMarketing & CommunicationsIT & Digital TransformationNon Aero TeamSafety & Security TeamsFacilities TeamCompliance & Regulatory AffairsEngineering and MaintenanceLegal and Risk Management TeamsIT TeamKey Stakeholders - ExternalRegulatory Authorities (DGCA, AAI MOCA)Airlines and Airport PartnersExternal Quality AgenciesGround Handling ServicesSecurity AgenciesCustomer Feedback Platforms and Survey AgenciesAgencies and VendorsQualificationsEducational Qualifications: Bachelor’s degree in Hospitality, Business, Customer Service, or a related field. Work Experience3-5 years of experience in customer service, hospitality, quality management, or a related field, preferably within the aviation or hospitality industry.