Quality System Auditor

• Apr 2022 - Present

Quality Oversight Manager Lead - Aviation Services

• Oct 2021 - Apr 2022

Screening Officer

• Dec 2019 - Oct 2021

Customer Care Agent

• Mar 2021 - Sep 2021

 Provided support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience  Communicated information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels  Received, documented and responded to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks.  Provided support and information to customers regarding civic programs and civic services to ensures an exceptional customer experience  Communicated information to the citizens verbally and in writing ensuring responses are communicated as outlined within corporate processes and established service levels  Received, documented and responded to a variety of emergent and non-emergent customer inquiries, service requests, concerns and complaints through various communication networks.

Auditor – Ground Training, Ground Services Division

• Nov 2014 - Oct 2018

 Developed a new Audit Program which resulted in the improvement of compliance to both, service and regulatory requirements by 50%. Developed a new Audit Reporting template formatted with easy to understand graphs that display the relevant audit results to Stakeholders Initiated Quality and Audit Introduction sessions as part of the New Joiners Induction Program, engaging staff to understand key Quality Principles and the Audit Program. Expanded audit scope to include Lounge Auditing which helped improved the Customer’s journey from the operational excellence and lounge comfortability Conducted all aspects of audits competently, take appropriate correction and corrective actions without undue delay; and assessed audit performance for continual improvement Show less

Administration and Facilities Coordinator, Management - Group Safety & Security Division

• Oct 2012 - Oct 2014

 Established and developed a workflow system for maintenance checks on the facilities, equipment and documentation material for Business Resilience Department Assisted in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program Coordinated administrative activities in the Group Safety & Security division and implemented the department's strategic plans and objectives

Quality Assurance Specialist, ISO QMS, Standard Management

• Feb 2011 - Aug 2012

 Spearheaded the ISO 9001:2008 QMS and UL Certification for fire-resistant doors documentation and implementation according to the scope of work resulting to acquiring certification to the International Standards  Effectively reduced Non-conformities raised during 3rd Party Surveillance Audits from Major NC to Minor NC to Observation  Spearheaded the ISO 9001:2008 QMS and UL Certification for fire-resistant doors documentation and implementation according to the scope of work resulting to acquiring certification to the International Standards  Effectively reduced Non-conformities raised during 3rd Party Surveillance Audits from Major NC to Minor NC to Observation

Business Management Assistant

• Jun 2009 - Jan 2011

 Initiated and maintained an effective communication with Management Representative for Quality, Clients, Auditors and Consultants and developed a system with a contact person in all certification areas  Established an NCR tracking record; initiated strict follow-up and ensure effective NCR closure turn-around time  Prepared monthly KPI reports to the General Manager; assisted and coordinated with other department for process analysis reports needed for the KPI analysis  Initiated and maintained an effective communication with Management Representative for Quality, Clients, Auditors and Consultants and developed a system with a contact person in all certification areas  Established an NCR tracking record; initiated strict follow-up and ensure effective NCR closure turn-around time  Prepared monthly KPI reports to the General Manager; assisted and coordinated with other department for process analysis reports needed for the KPI analysis

QA/QC Coordinator

• Oct 2008 - May 2009

 Conducted effective site visits to check and ensure that documentation is in place following Company’s Standard Operating Procedure that resulted in few minor NCRs or observations against Internal Audits and 3rd Party Surveillance Audits  Conducted effective site visits to check and ensure that documentation is in place following Company’s Standard Operating Procedure that resulted in few minor NCRs or observations against Internal Audits and 3rd Party Surveillance Audits

Quality Assistant

• Aug 2006 - Oct 2008

 Applied the Quality Policy and Quality System established in accordance with ISO 9001:2000 International Standards and executed all responsibilities according to the department work procedures while reflecting EKFC Quality Policy  Applied the Quality Policy and Quality System established in accordance with ISO 9001:2000 International Standards and executed all responsibilities according to the department work procedures while reflecting EKFC Quality Policy

Senior Associate, Transaction Quality

• 2005 - 2006

Quality Assurance Analyst

• 2002 - 2005