Representative - Quality and Process Auditor

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Description

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. May require travel up to 50% 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 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% onsite at the Denver Intercontinental Airport

Qualifications

 

What’s needed to succeed (Minimum Qualifications):

• 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

• Able to stand, walk, and be on your feet for an eight-hour shift

• Able to perform a variety of physical activities including but not limited to, bending, stooping, climbing, pulling, pushing, and working in tight spaces

• Ability to successfully complete all required job functions, including using computers, mobile devices, and other technology as needed, communicating effectively both verbally and in writing

• Position-specific clearances include but are not limited to FAA, TSA, Port Authority and U.S. Customs

• Availability to work at any time of day or night, including early morning, evening, overnight, weekend, and holiday shifts, is required.

• Work in all temperatures and weather conditions (outdoors or indoors)

• Work where there will be exposure to high noise levels

• Reliable, punctual attendance is a crucial function of the position

• Work environment includes exposure to odors and fumes from jet fuel, cleaning chemicals, and other operational materials.

 

What will help you propel from the pack (Preferred Qualifications):

• 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

   

The base pay range for this role is $57,784.00 to $70,334.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [email protected]