Customer Quality and Compliance Coordinator - Fixed Term Contract (12 Months)

Job Purposednata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.As a Customer Quality and Compliance Coordinator, you will be responsible to provide comprehensive administrative support for the Special Handling department (people, customer and asset management), and coordinate quality and compliance tasks related to customer airlines at DXB and DWC airport.In this role, you will;Monitor completion of all Special Handling Services charge notes for monthly billing finalization to ensure all services rendered to airline customers are accordingly billedManage airline service charges dispute and liaise with billing teamAssist the Department Controller in coordinating with EK CASA, EKAS, and KAM in terms of customer requirementsSuggests solutions to line in order to address the concern raised by customersCoordinate with Department Officers in operations in case of possible ACAA (Air Carrier Access Act) violations or any US DOT reportable cases for necessary action corrective/preventive actionsConduct timely and accurate investigation of complaints and customer feedback covered by US Department of Transport Regulation and feedbacks concerning other sectors logged through Salesforce.Assist the Department Controller in monitoring implementation of processes/ work instructionsEnsure that necessary Read & Sign Documents are prepared and signed by all concernedScreening of Outsource employees to filter employees who are fit for the roleCoordinate and liaise with Dubai Airports for fire evacuation exercises and DrillsDaily review of incident reports and conduct investigations with relevant team to ensure all incidents are closed with CAPA (corrective and preventive actions).Organize departmental activities and venuesCommunicate/Coordinate with newly recruited employees and plan on job attachmentsMonitor training completion to avoid non-complianceCoordinate with Training & Development Team for on boarding process of new joinersDevelop learning logs and support line managers with performance improvement plans for individualsAssist operational team with roster requirements and coordinate with Support Services after due consultation with Department ControllerMonitor documents validity as per the IGOM standardsMonitor proper functioning of VTMS installed in ambuliftsCollect and manage the frequently used PPE stock and distribution to operationsMaintain, monitor, and control the consumption and stocks of office supplies and stationery within the departmentQualificationTo be considered for the role, you must meet the below requirements:12 years of schooling or equivalent4 years of experience working in an operational role / customer facing role within the aviation sectorDemonstrated knowledge on Air Carrier Access Act -ACAA RegulationsExposure in handling investigations and execution of CAPA related to cases covered by US DOT RegulationsProficient understanding of US DOT/ACAA Rules & RegulationsProficient Computer Literacy SkillsOur services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us, visit dnata.com/careers to apply.Salary & benefitsJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers