The Lead Complaints, Compliments, Comments will have the following key responsibilities:

Develop and implement a comprehensive feedback management system to handle complaints, compliments, and comments effectively. Lead a team responsible for processing, documenting, and analyzing customer feedback and suggestions. Establish processes for timely and empathetic responses to customer complaints and compliments. Collaborate with cross-functional teams to address recurring issues and improve customer experience based on feedback analysis. Utilize data and insights from feedback to identify trends, areas of improvement, and opportunities for operational enhancements. Prepare and present regular reports on feedback trends, analysis, and the impact of implemented improvements. Ensure compliance with industry regulations and standards related to feedback management and customer satisfaction. Conduct training sessions for employees on effective handling of customer feedback and communication. Stay updated with industry best practices and technological advancements in feedback management systems. Contribute to the development and enhancement of customer feedback platforms and interfaces.

Education Qualification

Bachelor's of engineering in electronics, civil, mechanical etc. or degree in aviation management, quality assurance, mathematics, statistics or a related field Master's degree in mathematics, science, statistics or relevant certification in quality management is preferred

Experience

10-15 years of experience in the aviation industry Demonstrated track record in quality management and process improvement Proven experience in leading and developing high-performing teams