Service Quality Auditor

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Fiji Airways
  • Post Date: September 19, 2023
  • Apply Before: September 26, 2023
  • Applications 0
  • Views 30
Job Overview

Service Quality Auditor

Join our Customer Experience team at Fiji Airways as a Service Quality Auditor.

Reporting to the Team leader / Senior Manager Service Quality, the successful incumbent will be responsible for systematic, independent, and documented review and evaluation of our Products and Services quality management system (QMS) to determine whether our products and services quality accomplishments results comply with Fiji Airways’ strategic objectives. This role includes performing internal audits, executing QA plans, implementing QA processes, ensuring compliance with QA service standards and procedures, auditing the QA processes and standards and documenting findings. The role also  helps with overseeing the standards of food quality, safety, and compliance with our inflight catering suppliers. This is done through the audititing of the catering process, food handling practices and facilities to guarantee delivery of the highest level of safety and quality.


      Key responsibilities include, but are not limited to:

  • Plan, execute, and oversee inspection and testing of product to confirm quality and conformance to specifications and deliverables.
  • 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.
  • Execute the airline procedures to ensure capture, investigation, and proper documentation of complaints.
  • Record, share and track quality assessment findings and provide feedback to respective stakeholders to ensure high quality of product and services is provided to customers at all touchpoints.
  • 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 for identifying and reporting issues to management and product development.
  • Proactively work with the leadership at every touchpoint to drive continuous improvement to ensure efficient service standards and quality products.
  • 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.
  • Implement action plans to address identified gaps and drive continuous improvement initiatives.
  • Perform regular and comprehensive quality audits of inflight catering operations, including kitchen facilities, food preparation areas, storage, packaging, and delivery processes.
  • Ensure that all inflight catering processes strictly adhere 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.
  • Work with the Executive Chef and the Inflight Catering team to review menus and recipes.
  • Collaborate with culinary teams to ensure accurate and consistent meal preparation.
  • Help in the evaluation of the performance and quality of external suppliers, including food vendors and catering equipment providers.
  • Collaborate with Procurement to assess the suitability of suppliers based on quality, consistency, and compliance with standards.
  • Collaborate with internal teams, including culinary, operations, procurement, and customer service, to ensure a seamless flow of information and alignment on quality goals.


  • 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.

Applications are open to all Fijians. Former employees of Fiji Airways or Fiji Link are welcome to apply. All shortlisted applicants will be contacted for next steps of the recruitment process. If you are interested, please visit our website on and apply online.

Applications close on Tuesday, 26 September 2023

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