Quality Analyst

2 weeks ago

Montréal, Canada Airports Council International Full time

**Position Term: Permanent**

Airports Council International (ACI) is the only global trade representative of the world’s airports. Established in 1991, ACI represents airports interests with Governments and international organizations such as ICAO, develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the world.

ACI is looking for a **Quality Analyst**, Airport Service Quality.
- Possesses strong analytical skills, logical mind set
- Has strong problem-solving skills
- Is rigorous, detailed and process oriented
- Is passionate about service, customer-centric mind set
- Represents the ACI World values of Integrity, Member Focus, Professionalism and Teamwork

**About this opportunity**:
ACI’s Airport Service Quality (ASQ) is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.

The **Quality Analyst** assists the ACI ASQ team to ensure that products, services, and processes meet established quality standards and customer requirements.

**Major Functions Responsibilities**:

- Compile and analyze data in excel.
- Analyze key indicators to identify compliance issues.
- Perform audits using predefined criteria and quality metrics to ensure guidelines are respected.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Collaborate with cross-functional teams to define and document quality standards, specifications, and acceptance criteria.
- Provide insights to stakeholders regarding quality trends, performance, and improvement opportunities.
- Investigate customer complaints or concerns related to quality issues, analyze root causes, and implement corrective actions to prevent recurrence.
- Actively communicate to internal/external/stakeholders/customers on all quality issues and queries regarding requirements.
- Provide training and support to employees on quality assurance processes, standards, and best practices.
- Participate in the development and refinement of quality management systems and continuous improvement initiatives.
- Collaborate with suppliers, vendors, or external partners to ensure their adherence to quality requirements and resolve any quality-related issues.
- Other duties as assigned.

**Qualification and Skills**:

- Minimum of a University degree with a focus on quantitative discipline.
- Experience: minimum 3-4 years in at least one of the followings: Quality Control, Data Mining, Statistical Methods and/or Fieldwork management.
- Experience auditing.
- Experience with MS Excel.
- Experience managing projects/timelines.
- Excellent communication English skills, both written and verbal.
- Proven work experience as a Quality Analyst or similar role.
- Ability to communicate in a welcoming, effective, and dynamic manner.
- Superior organizational skills to carry out all tasks required, handle and prioritize multiple tasks.
- Able to establish and maintain good working relationships.
- Experience in international project management is an asset.

**ACI is the recipient of the great place to work recognition and provides the following benefits**:

- Hybrid work
- Full benefits, including telemedicine
- RRSP company matching contributions
- 4 weeks of vacation
- Paid personal/sick days and mental health days
- Cell phone paid
- Social events and recognition programs

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