Essential Duties and Responsibilities:

• Working closely with the passengers and key stakeholders to monitor the overall customer experience and quality service provisions through the development and reporting of Key Performance Indicators (KPI’s)
• Developing and implementing internal and external customer satisfaction surveys
• Determining, negotiating and agreeing on in-house quality procedures, standards and specifications
• Setting customer service standards
• Investigating and setting standards for quality and health and safety
• Working with operating staff to establish procedures, standards, systems and procedures
• Writing management and technical reports
• Determining training needs
• Acting as a catalyst for change and improvement in performance and quality
• Recording, analyzing and distributing statistical information
• Monitoring performance