About the job
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Lead the quality assurance and continuous improvement of the company's products, services, and hospitality experience. This role involves assessing compliance with approved product specifications, service design standards, operational procedures, and brand requirements. It focuses on identifying gaps between intended and delivered experiences and driving corrective actions to enhance quality, consistency, and operational effectiveness across the end-to-end guest journey.
Responsibilities
- Product Process Quality Assurance: Assess Product Development teams’ compliance with approved development processes, governance requirements, specifications, and implementation standards. Identify control gaps, risks, and deviations, and track agreed corrective actions to closure.
- Product Quality & Implementation: Review products across cabins and guest touchpoints to verify that approved specifications, quality requirements, and intended guest outcomes are correctly implemented and maintained.
- Service Design Assurance: Assess Service Design outputs against approved experience principles, service standards, operating procedures, and brand requirements. Confirm that service concepts are clear, complete, operationally executable, and supported by defined quality measures.
- Service Delivery Quality: Evaluate Cabin Crew and relevant operational teams’ delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback, and performance indicators. Identify gaps between intended and actual delivery.
- Cross-functional Quality Reviews: Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges, and other relevant guest experience teams, using consistent criteria and documented evidence.
- Findings, Corrective Actions & Closure: Document findings, assess root causes, and agree on corrective action plans with accountable business owners. Monitor progress, verify implementation, and confirm that actions have addressed the identified gaps.
- Quality Standards & Governance: Support the development and maintenance of product, service, and hospitality standards, review criteria, quality scorecards, and reporting frameworks to ensure requirements remain relevant, measurable, and aligned across functions.
- Continuous Improvement: Use review findings, guest feedback, complaints, operational insight, and performance trends to identify recurring issues and improvement opportunities. Translate insights into prioritised recommendations and sustainable product and service enhancements.
- Leadership Reporting: Provide concise reporting on compliance levels, key findings, recurring issues, risks, corrective action status, and improvement outcomes. Escalate material gaps requiring leadership intervention or cross-functional decisions.
Qualifications
- Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience, or a related field.
- Minimum 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance, or continuous improvement, preferably within aviation or a premium service environment.
- Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance, and performance reporting.
- Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively, and translate findings into practical and measurable improvements.
Job posting close date: 25th October 2026
Additional Information
The company is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures while driving our “Journey 2030” ambition to double our fleet, expand our network, and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace, and extraordinary experiences take flight.
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the company. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer.
