Representative - Quality & Process Auditor (Travel)

United Airlines•Dulles, VA

About The Position

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline. Job overview and responsibilities Responsible for conducting a range of operational & Safety and Regulatory Compliance audits within the airport environment, which includes the auditing of, but not limited to, United employees and Business Partners Drive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfaction Will require travel up to 100% of the time Provide Quality & Process audit results to United and Business Partner leadership by submitting audits via technology tool Work with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safety Gain trust with multiple stakeholders and provide insight on common audit trends and process observations Champion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within them Support department with ad-hoc operational support Continue to grow in position by recurrent and ongoing training in Quality & Process standards across Airport Operations NOTE: This role is considered 100% travel and must be based at a hub location

Requirements

High school diploma or equivalent
1+ years of experience in fast-paced large scale operation
Excellent communication skills, including written and verbal
Outstanding interpersonal skills
Ability to work with leaders to communicate observations and areas of improvement
Able to lead with empathy and understanding of operational environment
Strong knowledge and working experience of Microsoft Office Suite
Use of cellular technology & laptop
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Nice To Haves

Bachelor's degree
1-2 years of aviation and/or auditing experience
Quality & Process Auditing Experience
Experience working with Business Partners who perform functions for United

Responsibilities

Conducting a range of operational & Safety and Regulatory Compliance audits within the airport environment, which includes the auditing of, but not limited to, United employees and Business Partners
Drive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfaction
Provide Quality & Process audit results to United and Business Partner leadership by submitting audits via technology tool
Work with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safety
Gain trust with multiple stakeholders and provide insight on common audit trends and process observations
Champion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within them
Support department with ad-hoc operational support
Continue to grow in position by recurrent and ongoing training in Quality & Process standards across Airport Operations