The job purpose of a quality manager is to provide leadership for the organization’s independent Quality Management system in its application by defining and monitoring quality standards and regulatory compliance throughout the organization (EAS Cargo and EAS Ground) ensuring that ensure that products, processes, and systems always exceed quality standards and confirm to the applicable industry standards, OSH regulations, national and international standards, regulatory standards and customer airline requirements and working towards enhancing and improving these standards through a continual improvement program thereby protecting and maintaining Etihad Airport Services reputation.  The goal is to optimize quality throughout the organization and maintain customer satisfaction.

The role is required to liaise with GCAA, DoT, IATA, external regulators, ADAC, third-party certification organizations and other key internal and external stakeholders to manage the performance of the quality assurance program. When appointed, act as Post Holder under UAE Civil Aviation Regulations.

1. Implement and maintain an effective QMS in accordance with IATA QMS guidelines and standards, ISO 9001 standards, GCAA Regulations and industry best practices. .


2. Supporting the head of EHSQ in the review and release of the annual Quality Policy


3. Conduct  risk assessments and hazard identification which impacts quality on an organizational level, perform investigations and ensure timely reporting and implementation of corrective actions while maintaining all relevant  documentation, including procedures, and manuals


4. Develop and deliver quality training programs for ground handling staff, conduct regular quality improvement campaigns to promote a quality-focused culture within the organization and provide guidance and support to ground handling personnel. 


5. Facilitate external audits by regulators, airlines and third parties; plan and ensure conduct of independent internal audits & inspections; Responsible for auditor training, qualification, and independence; ensure non-compliances are closed adequately as per EAS quality requirements.


6. Consult and liaise with the GCAA, DoT, IATA, other relevant authority, third-party certification organizations and customer airlines as required.


7. Coordinate with safety managers, operational managers and other personnel for management of operational risks, emergency response, and external audits providing guidance on compliance with regulations, requirements, and standards.


8. Responsible for documentation development, control, publication, and record keeping as per quality standards and ensuring the relevant company intranet site is kept up-to-date.


9. Collate, compile, and provide inputs for management reports and forensic analysis of trends. Ensure the timely reporting and escalation of any significant non-compliances and deficiencies which lower safety and quality standards in operations, 


10. Act as the focal point for quality assurance related communication within the organization and with external stakeholders, prepare reports, including incident reports, performance reports, and trend analysis reports, as required by IATA or other regulatory bodies and ensure proper documentation and retention of safety records.


11. Any other duties, commensurate with the job title, as may be determined by the line manager. 


12. This position works under the framework of the quality management system and the safety management system. 

1. A bachelor's or master's degree in an aviation-related field, quality management, or a related discipline. 


2. Relevant certifications such as the IATA Safety Management Systems (SMS) Diploma and IATA Ground Operations Management (IGOM), ISAGO certification may also be beneficial.


3. Extensive experience (usually at least 5-7 years or minimum of 250 hours of audit) in the ground handling industry, with a focus on quality management and compliance. Additionally, experience in implementing and maintaining IATA's Safety Management System (SMS) and/or Ground Operations Manual (GOM) is typically required.


4. A comprehensive understanding of IATA's or civil aviation or ISAGO Standards and Recommended Practices (SARPs) related to ground handling, safety management, quality assurance, and the IATA Ground Operations Manual (IGOM). This includes knowledge of the latest updates and best practices.

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Etihad Airport Services has now rebranded to Velora LLC.

About Etihad Airport Services-Ground

Etihad Airport Services Ground is the sole ground operations handler at Zayed International Airport.

EASG handles a wide variety of ground functions at the capital’s international airport, from passenger check-in and boarding to baggage handling and aircraft services.

All operations are centered around its three main prerogatives: safety and security in all its functions, world class operations for all customer airlines through maximum efficiency and a world class customer experience for all visiting and transiting guests.