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Operations Service Quality Analyst / CTIA

Operations Service Quality Analyst / CTIA

Airports Company South AfricaZA
4 days ago
Job description

Job title : Operations Service Quality Analyst / CTIA

Job Location : Gauteng,

Deadline : October 25, 2025

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Key Performance Outputs

The successful candidate, reporting to the Manager Passenger Services will be responsible for the following :

  • Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives.
  • Build, support and maintain healthy, diverse internal and external relationships to ensure achievement of organisational goals.
  • Implement remedial actions where required.
  • Resolve escalated queries and provide suggestions / solutions for improvement of Customer Service Levels.
  • Manage, monitor and ensure adequate systems resource levels.
  • Manage the utilisation of the systems to ensure efficiency.
  • Perform analysis of system data, compile report findings and submit to relevant parties.
  • Adhere to and ensure adherence to statutory regulations, organisational standards, policies and procedures.
  • Report non-compliance and implement corrective actions to ensure compliance.
  • Ensure that all customers comply with policies and standard operating procedures (SOP).
  • Manage Quality Management Systems and infrastructure audits.
  • Ensure compliance to behavioural standards.
  • Review and make necessary amendments to SOP's.
  • Manage execution of SOP’s.
  • Manage SLA with service providers in airport (airlines, government).
  • Manage that work is executed in accordance with contract (time frame, SLA, Scope, quality, budget).
  • Manage and track OPEX and CAPEX budget.
  • Manage adherence to all procurement processes.
  • Complete monthly forecast and variance reporting (CAPEX and OPEX).
  • Manage workforce planning and implement approved labour plans to ensure team is suitably staffed to meet sub-functional objectives.
  • Implement and manage people development initiatives such as performance management, succession planning and talent management to ensure team performance meet required standards.
  • Plan, schedule, coordinate and supervise subordinate activities to ensure efficiency and achievement of goals.
  • Assure stable employee relations by managing conflict and creating a positive working environment.
  • Coach employees on lower levels to ensure knowledge transfer and skills development.
  • Manage the implementation of ad hoc Operational projects within set requirements.
  • Evaluate project feasibility and benefits.

    • Technical Skills and Experience

    The following skills and experience or the equivalent of such, will be required :

  • The successful candidate must have a valid Matric (Grade 12) qualification.
  • Bachelor's degree in business commerce is essential.
  • 2 – 3 year's Business Operations experience is essential.
  • 2 - 3 years supervisory experience in  Operations is essential.
  • Basic Knowledge of Microsoft Office packages.
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