Manager - Quality Analysis
Kingfisher Airlines
مجموع سنوات الخبرة :5 years, 3 أشهر
I head the Quality Analysis section of the Quality and Guest Commitment Department at Kingfisher Airlines, where I am responsible for the following:
-Conceptualization and execution of Six Sigma projects for Quality Improvement of processes and products within the organization.
-Analysis and escalation of Guest feedback to the relevant stakeholders using the appropriate Management Quality Tools and the necessary follow up for corrective action and closure.
-Monitoring and analysis of On-time performance, escalation of key trends of delays and follow up for corrective action and closure.
-Responsible for monitoring and resolution of internal Operational Feedback by cabin crew.
-Responsible for submission of reports and response to Parliamentary Queries to DGCA and the Ministry of Civil Aviation.
-Analysis of performance of the Call Centres; preparation and maintenance of the balanced scorecard for Call Centres.
-Driving Quality function deployment by carrying out special quality projects in the areas of analysis of guest feedback and operational feedback and facilitation of changes in the system resulting from the analysis.
-Analysis of ISO objectives and process performance of all ISO certified departments.
-Conducting QMS Audits throughout the network in accordance with the ISO 9001:2008 standard to ensure compliance to the ISO 9001:2008 standard.
As Assistant Manager of Quality Analysis, I was responsible for the following:
-Analysis and escalation of Guest feedback to the relevant stakeholders using the appropriate Management Quality Tools and the necessary follow up for corrective action and closure.
-Monitoring and analysis of On-time performance, escalation of key trends of delays and follow up for corrective action and closure.
-Responsible for monitoring and resolution of internal Operational Feedback by cabin crew.
-Analysis of performance of the Call Centres; preparation and maintenance of the balanced scorecard for call Centres.
-Driving Quality function deployment by carrying out special quality projects in the areas of analysis of guest feedback and operational feedback and facilitation of changes in the system resulting from the analysis.
-Analysis of ISO objectives and process performance of all ISO certified departments.
-Conducting QMS Audits throughout the network in accordance with the ISO 9001:2008 standard to ensure compliance to the ISO 9001:2008 standard.
As Voyage Report Office, I was responsible for the following:
-Responsible for monitoring and resolution of internal Operational Feedback by cabin crew, including identification and processing of Critical Issues along with the closure of the same.
-Analysis of Operational Trends using the appropriate Management Quality Tools and the necessary follow up for corrective action and closure.
-Conduct QMS Audits throughout the network in accordance with the ISO 9001:2008 standard to ensure compliance to the ISO 9001:2008 standard.
-Officiated as the Lead Auditor ground operations for 3 IOSA Certification Audits. Associated tasks include creating and monitoring the audit schedule to cover 79 airports, efficient audit reports and effectual closures.
-Developed the Corporate Management Manual for Kingfisher Airlines, responsible to review it periodically for adequacy.
-As a certified Lead Auditor (QMS 9001:2000 systems), spearheaded the ISO 9001:2008 certification of ancillary departments including Human Resources.
I ranked First in Pune University in Hotel Management and Catering Technology.