Job Description

We have embarked on an exciting digital transformation journey to redesign and reinvent how we digitally interact with our customers. We’re experimenting with new technologies, techniques and approaches to achieve our commercial goals.

You will lead a team of Digital Quality and Business Acceptance Testing professionals to ensure Qatar Airways Digital Products drive higher conversion and customer satisfaction by managing quality assurance, monitoring and testing frameworks and concepts to support the various stages of digital product development and platform operations. You will provide tools and establish metrics to enable testing teams and ensure consistent high level of quality for digital products and customer experience.

To achieve our ambition we need you to share your skills and fresh ideas, this includes:

• Develop processes to enable efficient planning, tracking and retrospective of quality assurance activities and ensure right test gets executed at the correct points in the pipeline.
• Ensure right focus is given to fixing known issues by reviewing progress and highlighting incidents and impact of issues on daily basis.
• Use data and technology discover structural customer experience shortfalls by pro-actively marking cases and bookings that significantly deviate from normal patterns. Understand customer experience and operational impact of ongoing quality defects by regularly gathering feedback from front line servicing teams.
• Analyze frequency and severity of issues and defects reported by digital product lines to establish areas of improvement for feature delivery.
• Establish Quality Assurance framework for digital products and platforms.
• Prepare guidelines for functional testing, test cases checklists, as well as provide coaching and support to individual team members.
• Partner with product and platform leads to enable effective testing by ensuring pre-production environments are available to use, and that test data are available or can be generated.
• Work with engineering leads to foster efficient coding and performance optimization, facilitate peer reviews.
• Implement systems and tools to improve team efficiency, delivery quality and reduce time to market.
• Ensure team to efficiently triages identified issues by defining severity levels for digital product lines

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make.
You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.

You have the chance to be a part of our future, and build the life you want
while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we
dare to achieve what’s never been done before.

Together, everything is possible

Qualifications

About you

• Relevant college or University qualification to minimum Bachelor’s level with 6 years of job-related experience
• Incident triaging, investigation and resolution.
• Understanding and estimating business and customer value impact of issues.
• Previous experience in managing customer service, customer experience or digital product quality assurance preferably in the travel industry.

Preferred

• Formal training and certification on airline reservation systems.

Skills Required

• Customer Service
• Quality Assurance