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Service Quality Auditor

Join Fiji Airways, where excellence meets the skies!

We are seeking a meticulous Service Quality Auditor to join our Service Quality Team, ensuring our products and services align with our prestigious standards.

If you are passionate about upholding the highest quality of products and services in aviation and are ready to play a pivotal role in maintaining our interntional reputation, we invite you to take flight with us.

The successful incumbent will be responsible for the systematic, independent, and documented review and evaluation of our Products and Services.  This role includes performing internal audits, implementing QA plans monitoring progress and documenting findings. This role is also a key partnering role with internal and external stakeholders aligning processes, and practices to guarantee delivery of the highest level of safety and quality.

KEY RESPONSIBILITIES

• Plan, execute, and oversee inspection and testing of products to confirm quality and conformance to specifications and deliverables.
• Partner with Business Owners of each touchpoint driving continuous improvement, ensuring service and quality standards are met.
• Organize and promote company-wide Customer Service improvement efforts.
• Assist in the preparation of the daily, weekly and monthly management reports on audit findings and corrective actions implemented and update to management team.
• Conduct audits for Customer touchpoints in consultation with respective departments.
• Analyze and investigate product complaints or reported quality issues to ensure resolution in accordance with airline guidelines and regulatory requirements.
• Record, share and track quality assessment findings and provide feedback to respective stakeholders.
• Identify product and service defects and collaborate with stakeholders to take corrective actions in order to improve departmental performance.
• Monitor risk-management procedures, and maintain problem logs reporting issues to stakeholders.
• Monitor adherence to local and international food safety regulations and guidelines (e.g., HACCP, FDA).
• Monitor sanitation practices, hygiene standards, and proper handling of ingredients and ensure the safety of Fiji Airways' passengers.
• Provide reports on the performance and quality of external suppliers, including food vendors and catering equipment providers.
• Assess supplier practices and suitability for safety/service/quality procurement qualification purposes.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Bachelor's degree, Diploma or Certification in Management, Business Administration, OHS, Quality Assurance or other related field OR at least 3 years in a similar role.
• Experience in coordinating and executing Quality Service audits.
• Good reporting and analytical skills with the ability to identify issues and suggest solutions.
• Should have a good understanding of customer service, inflight delivery and overall airline operations.
• A team player with excellent attention to detail and organizational skills.
• Outstanding technical knowledge and abilities.
• Strong ability to build trusting relationships.
• Great interpersonal and communication skills.
• Able to work across multiple projects and ensure timely completion.