Service Quality Analyst
Full Time
Position scope
- Reports to the Service Quality Manager.
- Temporary Survey Field Agents (as required)
- Responsible for customer experience analytics, KPI monitoring, reporting and benchmarking.
- Supports accreditation, audits and continuous improvement initiatives.
- Provides analytical support for CX project prioritization and performance measurement.
Functions and responsibilities
- Collect, validate and analyze service quality and customer experience data.
- Monitor KPIs and identify trends, gaps and opportunities.
- Analyze customer complaints, compliments and survey results.
- Develop dashboards and management reports.
- Support CX project evaluation and performance measurement.
- Assist in accreditation and audit activities through data analysis and documentation.
- Conduct research and benchmarking studies.
- Support SOP reviews and continuous improvement initiatives.
- Present findings and recommendations to stakeholders.
Relationships with third parties
- Internal
- Service Quality Manager
- Service Quality Officer
- Operations
- Customer Service Teams
- Facilities & Maintenance
- ICT
- Finance
- External
- ACI ASQ unit
- Accreditation Bodies
- Survey Vendors
Requirements
- Academic background:
- Bachelor’s Degree in Business Analytics, Aviation Management, Statistics, Business Administration or related field.
- Specific knowledge required:
- Data Analysis
- KPI Development
- Dashboard Creation
- Research Methodologies
- Voice of Customer Programs
- Quality Assurance Methodologies
- Airport Service Standards
- Languages:
- English, Dutch, Spanish and Papiamentu.
- Skills and competencies:
- Analytical Thinking
- Critical Thinking
- Attention to Detail
- Presentation Skills
- Data Interpretation
- Stakeholder Management
- Problem Solving
- Continuous Improvement Mindset
- Work experience:
- 3–5 years of experience in analytics, service quality, customer experience, aviation operations or related analytical functions.
Apply here
Deadline: July 12, 2026