IFEC Quality Specialist - Product Development & Design

About the Role

Join Qatar Airways' Product Development and Design team to pioneer innovative inflight entertainment and connectivity (IFEC) products that enhance passenger experiences. As an IFEC Quality Specialist, you will be critical in generating performance and compliance reports, performing regular quality audits, and ensuring the effectiveness of connectivity systems across various aircraft fleets.

Key Responsibilities

• Daily and weekly monitoring of performance portals and supplier dashboards to assess connectivity service status, performance metrics, and incident reports across multiple aircraft models.
• Production of detailed monthly and quarterly reports analyzing bandwidth use, user session trends, service availability, segmented by aircraft type, supplier, and flight routes.
• Reviewing SLA compliance for all suppliers, benchmarking performance against contractual KPIs such as minimum availability and latency, and escalating ongoing issues to management and vendors.
• Managing data visualizations and automated reports using tools like PowerPoint to present IFEC quality, usage statistics, and refund cases to management.
• Performing routine quality assurance checks and validation testing of IFEC portals across fleets, including Wi-Fi login processes, portal content access, digital menu accuracy, and interaction responsiveness.
• Executing functional testing for new or updated digital features on passenger portals, ensuring consistent deployment and promptly reporting inconsistencies.
• Collaborating with Aircraft Engineering teams to collect technical feedback and support maintenance efforts aimed at restoring or improving IFEC functionality.
• Coordinating with suppliers by communicating technical insights, verifying service delivery, overseeing resolution timelines, and leading performance review meetings with documented outcomes.
• Working with cabin crew and flight operations to keep them informed about portal updates, menu changes, and connectivity constraints arising from regulations or supplier issues.
• Partnering with Customer Care to collect passenger feedback, analyze refund claims related to connectivity issues, and produce monthly reports detailing root causes, supplier accountability, and improvement strategies.
• Liaising with stakeholders such as Marketing to gather digital content and operational inputs necessary for accurate portal updates and supplier system configurations.
• Verifying monthly invoices from connectivity providers to ensure billing aligns with actual service performance and usage, identifying discrepancies and assisting Finance in resolving payment issues.
• Maintaining thorough documentation of issues, test outcomes, change logs, and supplier correspondence to support audits and performance evaluations.
• Keeping abreast of emerging IFEC technologies and communication innovations to recommend enhancements or integrations for system improvements.
• Contributing to ongoing improvement initiatives by identifying gaps, suggesting efficiency measures, and assisting with trials of new suppliers or service features.
• Performing additional duties as assigned by the Head of Department.

Qualifications and Skills

• Bachelor's degree or equivalent with a minimum of four years relevant professional experience.
• Proven expertise in data analysis and reporting with advanced skills in Excel and PowerPoint.
• Experience managing Service Level Agreements, performance dashboards, and supplier portals.
• Knowledge of in-flight connectivity technologies and digital passenger platform operations.
• Strong communication and coordination abilities to collaborate effectively across diverse teams.
• Excellent problem-solving aptitude with high accuracy and attention to detail.
• Familiarity with aviation safety, compliance regulations, and data protection standards.
• At least two years working experience with IFEC systems in airline or aviation communications environments.
• Hands-on experience with leading IFEC suppliers such as Panasonic, Thales, Viasat, or SITAONAIR.
• Understanding of aircraft systems and operational settings where IFEC solutions are employed.
• Certification or formal training in data analytics, quality management, IT systems, or related fields.
• Competence in supplier performance management including contract oversight and SLA monitoring.
• Awareness of regional connectivity regulatory frameworks, including data usage and coverage restrictions.

Additional Information

Qatar Airways invites you to be part of an extraordinary journey where your skills, creativity, and ambition will drive innovation without limits. We offer vast growth opportunities within a global community, encouraging you to unlock your potential while shaping the future of airline experiences.