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Cabin – Service Quality Assurance [SQA]
- Develop and establish standards for the overall cabin SQA for the entire fleet implemented across the network.
- Develop cabin SQA checklist covering every aspect of the cabin such Presentability, Cleanliness, Functionality and Overall Appearance and Ambience, distributed across Seats, Galley, Lavatories, Carpets & Upholstery, Seat Pocket Items, General Cabin and other direct/indirect customer touch points.
- Ensure skilled and trained manpower is in place to carry out thorough cabin assessment.
- Review and prepare SQA reports for higher management’s perusal and approval.
- Establish dedicated channels with relevant stakeholders such as Engg., AOD, IFS and Procurement to discuss the assessment reports and expedite closure actions.
- Review the effectiveness of the corrective actions and close/keep-open the observations accordingly.
- Cover 85% of the operating fleet every month.
- Establish a system to continuously track the NPS and CSAT scores related to cabin experience and enforce stricter assessments wherever required. Get the resolution in place after escalating the issues to relevant stakeholders.
Document Management & Data Analysis
- Establish a robust document management system within the sub-vertical for proper record keeping and accessing of documents such as reports, ATR etc.
- Prepare summarized reports for Senior Leadership clearly highlighting the areas requiring actions.
- Prepare and upkeep the SOP of cabin SQA.
- Ensure the observations are captured through SQA mobile app and other digital channels.
- Collect and analyze passenger feedback, survey responses, and operational data to identify trends, pain points, and areas for improvement related to cabin presentation.
- Utilize data-driven insights to develop and prioritize initiatives aimed at enhancing cabin presentation, addressing customer preferences, and maximizing passenger satisfaction.
Cross Functions & Collaborations
- Assist in Airport SQA and be available with the team to cover airports as per the planned Calander.
- Assist in Product QA and give inputs related to efficiency and functionality of products installed in cabins.
- Collaborate and drive F&B and FHU SQA as and when required covering extended facilities too such as those of Caterers and Launderers. Target 6 FHU assessment and at least 3 Caterer’s assessment per quarter.
- Give regular inputs, related to available tails, to Planning so that Tail Assessment schedule can be prepared.
- Assist in IFS SQA and give inputs related to Crew Service Delivery. Assist in conducting at least 10 IFS SQA per month.
- Coordinate with interior design and procurement teams to source and deploy new cabin amenities or furnishings that enhance passenger comfort and satisfaction.
- Closely monitor the flow and placement of cabin items meant for customer’s leisure and convenience.
Launch Activities
- Assist leadership in launch of new operations such as that of Stations, Aircraft, Services and Products.
- Ensure the aircraft cabin is specially audited during such launch programs.
Quality Improvement
- Establish a process of utilizing the assessment reports and expertise to suggest improvements in processes such as those of Deep Cleaning and Transit Cleaning.
- Continuously study the handler’s performance vis-à-vis the cabin cleaning PTS and suggest changes.
- Review policies related to F&B and FHU and give inputs to better the processes thereby leading to enhanced customer experience.
- Research and recommend innovative solutions to enhance cabin ambiance and aesthetics, such as mood lighting systems, thematic decor elements, and branded materials.
Administration, Skill Development and Budget Management
- Oversee regular performance reviews, provide feedback, and set clear performance objectives to drive team productivity and development. Manage team schedules, workload distribution, and planning to maintain smooth operations and meet deadlines. Maintain clear and open communication channels within the team and across departments, ensuring alignment on goals and tasks.
- Provide ongoing professional development opportunities for team to enhance their skills and understanding of quality standards. Deliver training programs focused on quality assurance, customer service excellence, and our CX vision.
- Optimize SQA activities, ensuring resources are allocated effectively to support CX-SQA initiatives. Identify areas where improved processes or smarter resource allocation can lead to cost savings, without negatively impacting the passenger experience and service quality.
- Through SQA activities, identify areas of wastage and leakage and collaborate with relevant stakeholders to plug the same.
- Whenever required, design and conduct briefing sessions to educate concerned staff on cabin presentation standards, cleanliness protocols, and customer service best practices.
Special Projects
- Streamlining Inflight Magazine sourcing, placement and discarding procedure.
- BYOD – enhanced assessment till the implementation phase continues.
- B787-900 EIS
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
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