Service Quality Officer

Position scope

• Reports to the Service Quality Manager.
• No direct reports.
• Operational focal point for daily service quality activities.
• Coordinates service quality actions with internal departments and external stakeholders.
• Supports accreditation programs, audits, training activities and passenger experience projects.
• Responsible for monitoring compliance with service quality standards throughout airport facilities.

Functions and responsibilities

• Conduct daily service quality inspections and terminal checks.
• Monitor compliance with service standards and SOPs.
• Support complaint management and follow-up activities.
• Coordinate investigations and corrective actions.
• Support delivery of CX training programs.
• Assist in accreditation preparation and evidence gathering.
• Coordinate passenger experience initiatives and service improvement actions.
• Maintain documentation, reports and action trackers.
• Act as a visible representative of the Service Quality Department.
• Support service recovery activities during operational disruptions.
• Escalate service issues and non-compliance findings.

Relationships with third parties

• Internal
  • Service Quality Manager
  • Service Quality Analyst
  • Operations
  • Security
  • Customer Service Teams
  • Facilities & Maintenance

• External
  • Airlines
  • Ground Handlers
  • Concessionaires
  • Service Providers
  • Audit and Accreditation Teams

Requirements

• Academic background:
  • Bachelor’s degree in business administration, Hospitality, Aviation Management or related field.

• Specific knowledge required:
  • Customer Service Principles
  • Service Standards
  • Complaint Handling
  • Operational Monitoring
  • Documentation and Reporting
  • Airport Operations

• Languages:
  • English, Dutch, Spanish and Papiamentu.

• Skills and competencies:
  • Customer Focus
  • Communication
  • Teamwork
  • Problem Solving
  • Time Management
  • Observation Skills
  • Stakeholder Coordination

• Work experience:
  • 1–3 years relevant experience in customer service, operations, hospitality, aviation services or service quality.

Apply here
Deadline: July 12, 2026