Representative - Quality and Process Auditor

Description

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Job overview and responsibilities

Responsible for conducting a range of operational & Safety and Regulatory Compliance audits within the airport environment, which includes the auditing of, but not limited to, United employees and Business Partners. Drive positive reinforcement for improvement with coaching and reporting to support operational performance and customer satisfaction. May require travel up to 50% of the time.

  • Provide Quality & Process audit results to United and Business Partner leadership by submitting audits via technology tool
  • Work with United and Business Partner leadership as needed to prevent derogations in customer satisfaction and safety
  • Gain trust with multiple stakeholders and provide insight on common audit trends and process observations
  • Champion of change and continuous process improvement by being a support structure to United and Business Partner leadership by auditing service standards and effectiveness within them
  • Support department with ad-hoc operational support
  • Continue to grow in position by recurrent and ongoing training in Quality & Process standards across Airport Operation

    NOTE: This role is considered 100% onsite at the Dulles International Airport (IAD)
Qualifications

What's needed to succeed (Minimum Qualifications):
  • High school diploma or equivalent
  • 1+ years of experience in fast-paced large scale operation
  • Excellent communication skills, including written and verbal
  • Outstanding interpersonal skills
  • Ability to work with leaders to communicate observations and areas of improvement
  • Able to lead with empathy and understanding of operational environment
  • Strong knowledge and working experience of Microsoft Office Suite
  • Use of cellular technology & laptop
  • Able to stand, walk, and be on your feet for an eight-hour shift
  • Able to perform a variety of physical activities including but not limited to, bending, stooping, climbing, pulling, pushing, and working in tight spaces
  • Ability to successfully complete all required job functions, including using computers, mobile devices, and other technology as needed, communicating effectively both verbally and in writing
  • Position-specific clearances include but are not limited to FAA, TSA, Port Authority and U.S. Customs
  • Availability to work at any time of day or night, including early morning, evening, overnight, weekend, and holiday shifts, is required.
  • Work in all temperatures and weather conditions (outdoors or indoors)
  • Work where there will be exposure to high noise levels
  • Reliable, punctual attendance is a crucial function of the position
  • Work environment includes exposure to odors and fumes from jet fuel, cleaning chemicals, and other operational materials.
What will help you propel from the pack (Preferred Qualifications):
  • Bachelor's degree
  • 1-2 years of aviation and/or auditing experience
  • Quality & Process Auditing Experience
  • Experience working with Business Partners who perform functions for United
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...