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Standards Quality and Procedures Supervisor, The Emirates Group, Dubai, UAE

Standards Quality and Procedures Supervisor, The Emirates Group, Dubai, UAE
Posted on: 4/26/2023

Standards Quality and Procedures Supervisor, The Emirates Group, Dubai, UAE


To manage and implement Standard operating procedures (SOPs) and work instructions based on airline customers requirements, corporate Integrated Management System (IMS), regulatory and industry standards across all areas of Airside operations and passenger services at DWC


• Formulates standard operating procedure and work instructions to be reviewed with the Department Manager and uploaded in dnata’s document control management system for approval and publication.

• Monitors Airlines service levels performance on a regular basis and recommends changes in the process for improvements wherever necessary.

• Prepares statistical reports on departmental performances and provides recommendations to assist senior management in the decision making process.

• Identifies the root cause of non-conformance raised by internal and external audits to be provided to the Department Managers for their follow-up and action.

• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices resulting in cost reduction and productivity improvement.


• Prepares and maintains the documents required for the Standards (such as ISO9001, ISO14001 and OHSAS 18001) to provide the required support for dnata Airport Operation Integrated Management System (IMS).

• Keeps all information on the department’s SharePoint site up to date and relevant.

• Assist Department Manager in investigating service shortfalls and provide recommendations for corrective actions.

• Respond to customers’ feedback through Salesforce within agreed KPI after obtaining approval from the Department Manager.

• In coordination with dnata’s Airport Operations Quality Assurance Department represent the department during ISAGO and Airlines Audits. Takes corrective and preventive measures for the non-conformances (if any) raised during these audits.

• Ensures that departments comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

• Liaises with Authorities such as Customs, Police and Dubai Airports on the process improvements or changes and that these are documented and communicated to relevant staff for implementation.


Bachelor's degree in Commerce


2-4 years relevant experience in an airline or a ground handling company in writing procedures.


• Mandatory and Regulatory courses in line with dnata Learning Path. (Line Manager to mention the details while advertising for the role)
• English level 5
• Able to prepare complex or tailored documents or reports based on information gathered and analysed from a variety of sources.
• Knowledge in statistical methods and ability to analyse trends.
• Exposure in undertaking audits.
• English Level 5 with good presentation skills.
• Strong IT systems knowledge should be able to use complex work-specific applications and tools.
• Proficient Quality Orientation Skills
• Safety Awareness

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.


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