Senior Manager – Quality & Customer Insights

Emirates Flight Catering; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline catering company is seeking a Senior Manager for Quality & Customer Insights in Dubai. This role involves managing the Quality Management System and ensuring compliance with ISO standards. Candidates should have at least 8 years of experience in quality roles within an ISO-regulated environment, alongside a relevant bachelor’s degree and ISO 9001 Lead Auditor certification. Strong leadership and auditing skills are essential for this position.

Qualifications

• Bachelor’s degree in Quality Management or a related discipline.
• ISO 9001 Lead Auditor certification is mandatory.
• 8+ years of experience in a quality-focused role within a large ISO-regulated environment.

Responsibilities

• Engage business units on quality initiatives and lead improvement projects.
• Coordinate the internal audit programme across business units.
• Lead QMS external audits across EKFC units, ensuring readiness and compliance.

Skills

Leadership skills

Audit management

Analytical skills

Stakeholder engagement

Education

Bachelor’s degree in Quality Management or a related discipline

ISO 9001 Lead Auditor certification

Job description

Job descriptions

Senior Manager – Quality & Customer Insights

Department: GRCS

Reports to: AVP – Quality & Customer Insights

The Quality & Customer Insights Department is the corporate custodian of EKFC’s Quality Management System (QMS), ensuring compliance with internationally recognised standards and driving continual improvement across all business units.

This role supports the AVP in executing EKFC’s Quality and Customer Insights strategy by managing QMS execution, ensuring audit and feedback systems are effectively implemented, and driving quality consistency and compliance across the organisation.

Key Responsibilities

• Engage business units on quality initiatives, lead improvement projects, and support SLA compliance
• Coordinate execution of the internal audit programme across business units, ensuring consistency and alignment with internal and external audit expectations
• Lead and coordinate QMS external audits across EKFC units (including AACD, Linencraft, and Commercial), ensuring readiness, effective evidence collation, timely response to findings, and closure of actions in line with ISO 9001 standards
• Oversee QA inspection and verification programmes across business units and monitor performance trends to drive system-wide improvements
• Consolidate quality KPIs and dashboards, delivering actionable performance insights to support business improvement
• Oversee analysis and consolidation of customer feedback (complaints, compliments, surveys) and coordinate response actions with business units
• Lead quality culture initiatives, internal campaigns, and continuous improvement programmes
• Manage team resourcing requirements and support OPEX/CAPEX planning related to quality systems
• Ensure document governance, consistency, and timely review of QMS documentation via the QMS portal

Knowledge, Skills & Experience

• Bachelor’s degree in Quality Management or a related discipline
• ISO 9001 Lead Auditor certification (mandatory)
• 8+ years’ experience in a quality-focused role within a large ISO-regulated environment, including management experience
• Strong leadership, audit management, analytical, and stakeholder engagement skills