Quality Assurance Manager

About us

More than 60 years as a leader in Spain in general business services. The Grupo EULEN has more than 7,000 clients in 11 countries, more than 75,000 employees, and more than 80 services in the market.

Our reputation for providing cost-effective and efficient quality services is recognized within the aviation industry. We are currently servicing most of the major airlines at the country’s major airports. We offer services in all areas of the ramp, cabin cleaning, janitorial, security, passenger, and baggage handling operations.

Job Summary

The Quality Assurance Manager will support, motivate, and oversee the training and quality of service across all stations. This position is also responsible for following ISAGO Standard Manuel Procedures in alignment with company practices. To this extent, The Training and Quality Manager will maintain and support regulatory requirements according to airport authorities and airline training manuals.

Key Responsibilities and Duties

• Works closely with the operation to successfully implement and deploy customer and internal quality objectives effectively and efficiently per client service to the aircraft: Ex Cabin Cleaning, Security, or Baggage Handling
• Responsible for ensuring all training syllabi are accurate, up-to-date, and reviewed Quarterly
• Plans, promotes and organizes training activities related to quality systems and continuous improvement.
• Participates in safety debriefs to determine areas of deficiency. Keep abreast of current Quality Assurance & Training industry trends, new legislative impacts, and customer requirements.
• Tour and inspect service departments during both day and overnight operations weekly to ensure that cleaning and security services teams are following specific guidelines for proper Aircraft service
• Knowledge and monitoring of OSHA, DOT, DOJ, FDA, ISAGO, and local/state-compliant at all times.
• Understanding all clients' training manuals and ensuring the training regimen is compliant according to their requirements for Cabin, Security, Cargo, and other ground handling services.
• Participate in the ISAGO audits to ensure the company is within operational guidelines with its training manual and systematic audits.
• Develops and maintains an organizational structure staffed with qualified personnel for the performance of Quality and Training activities.
• Assess training effectiveness through evaluation and adjust training methods, delivery, and aids by effectiveness measures.
• Investigate customer complaints and non-conformance issues and ensure findings are shared with the operation providing action plans based on client interactions and customer satisfaction scores.
• Collect and analyze statistical quality data for areas of improvement across the department
• Facilitates, coordinates, and manages the accomplishment of, ISAGO, airline, and other third-party quality and safety reviews.
• May perform other responsibilities as assigned.

Key Qualifications

• Bachelor’s Degree from a four-year college or university or an equivalent combination of formal education, on-the-job training, and/or work experience.
• Must possess a valid Driver’s License
• Must have experience in Ground Handling Operations for Airport Services
• Advance in Microsoft Office Suite skills (PowerPoint, Word, and Excel)
• Familiarity with the ISAGO Standards Operational Manual

What you will need?

•  Must be able to communicate in Spanish and English
• Six Sigma training is highly preferred.
• Must be able to adjust to your audience, be comfortable answering questions and consistently seek ways to improve.
• The ability to build and develop strong relationships at all levels and work collaboratively to create value for the organization.
• Strong problem-solving and communication (verbal & writing) skills; ability to interface effectively with personnel at all levels, including external customers.
• Strong communication skills with effective interface with other departments, all levels of management, customers, potential customers, and government representatives.
• Must be able to obtain a SIDA Badge from the airport

Travel

This position is in Miami, Florida, for an in-person position. Travel may be included to other stations depending on audits (5%)

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The noise level in the work environment is typical of that of an office. Incumbents may encounter frequent interruptions throughout the workday.

Physical Demands

This is largely a sedentary role and requires being able to remain in a stationary position for prolonged periods of time. Occasionally, the person in this position is required to move/traverse inside the office to access file cabinets, office equipment, etc. The person in this position regularly communicates with others in person, by pho ne, or by correspondence.

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law