Performance & Quality Lead, Cairo, Egypt

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational,

baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM :

To assist Service Operations teams in maintaining service delivery quality through direct assistance in Process & Quality analysis & assessments to lead resolution of service management issues and recommend and implement service management improvements in order to eliminate recurrent failures, and improve customer satisfaction and service operations performance.

WHAT YOU WILL DO :

• Conduct Quality assurance & Process Compliance of operational processes such as Incident management, Problem Management, and Change Management; and identify areas of Improvement.
• Identify and promote opportunities to achieve continuous improvement in operational and process performance.
• Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis.
• Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans.
• Ensure supporting systems are maintained in compliance to the process and data sources standards.
• Ensure that customer and product / service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines.
• Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams.
• Identity documentation gaps and implement improvements of working processes and procedures.
• To ensure the Service Operations team adheres to the highest working standards for all incidents problems and changes by providing process & quality guidance support.
• Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers.
• Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process.

Qualifications

EXPERIENCE :

Best vacation packages

NICE-TO-HAVE :

WHAT WE OFFER

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.

Flex Week : Work from home up to 2 days / week (depending on your team’s needs)

Flex Day : Make your workday suit your life and plans.

Flex-