Qatar Airways
Website:
qatarairways.com
Job details:
General Information
Ref # 260000CZ
Location: India-Ahmedabad
Job family: Corporate & Commercial
Closing Date: 2026-10-06
Description
We are looking for an experienced and driven Quality Team Lead- Performance Assurance based in Ahmedabad, India to ensure the highest standards of process quality, internal controls, and continuous improvement across the GBS organization.
In this role, you will drive the standardization, automation, and continuous improvement of performance reporting across all GBS service lines. The role provides actionable insights to support operational decision-making, identifies opportunities for performance improvement, and leverages AI and automation technologies to increase efficiency and business value.
Responsibilities
- Develop and maintain automated performance reporting across all service lines.
- Analyze operational, quality, and customer satisfaction data to identify trends, risks, opportunities, and actionable insights.
- Support performance governance forums through the preparation of reports, analysis, and tracking of improvement actions.
- Define, maintain, and monitor key performance and quality metrics.
- Manage and analyze customer satisfaction (CSAT) data, providing recommendations to improve service outcomes.
- Identify opportunities for process optimization, automation, and AI adoption to enhance operational performance.
- Gather business requirements and develop structured business requirement documents (BRDs) for automation and AI initiatives.
- Support the implementation of AI-powered and automation solutions by defining business requirements, validating use cases, coordinating with technical teams, and measuring business benefits.
- Lead or support performance improvement initiatives, using data to drive measurable business outcomes.
- Maintain performance documentation, reporting standards, and process knowledge to ensure consistency and governance.
- Coordinate and monitor the GBS Knowledge Management framework by tracking SOP review and recertification compliance, following up with service lines to ensure SOPs remain accurate and up to date, and ensuring annual employee knowledge recertifications are completed in line with established requirements.
- Build and maintain simple AI-powered automation solutions using approved enterprise tools (preferred).
Be Part of an Extraordinary Story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.
Join us as we dare to achieve what's never been done before. Together, everything is possible.
Qualification
- Bachelor's Degree or equivalent qualification
- Minimum of 3 years of job-related experience
- Experience in performance reporting, business analytics, operational excellence, or business intelligence.
- Strong analytical and problem-solving skills with the ability to translate data into business insights.
- Experience with reporting and visualisation tools such as Power BI, Excel, or equivalent platforms.
- Knowledge of Microsoft Power Platform, AI tools, and workflow automation technologies.
- Ability to gather requirements and produce high-quality business requirement documentation.
- Strong communication and stakeholder management skills.
- Excellent attention to detail and capability to manage multiple priorities.
- Ability to develop/automate reports
- Use case discovery and prioritisation
- Lean Six Sigma / process improvement
- Business outcome focus and ROI alignment
- Stakeholder engagement, governance, compliance, and documentation
- Data analytics, Python, SQL, ML/AI frameworks, and MLOps - preferred
- AI and digital transformation delivery- preferred
- Understanding of AI, automation, and digital technologies and their practical application to business processes.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.
So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
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