Experience: 1 to 3 Years/Freshers (Only Graduates)
Qualification: Graduate in any discipline (Aviation, Hospitality, Customer Service, or equivalent preferred)
Job Summary
The Quality & Service Executive (QSE) is responsible for monitoring and managing emergency communications, public announcements, customer service coordination, and incident reporting to ensure smooth airport operations. The role requires prompt response to emergency situations, effective coordination with internal stakeholders, and adherence to safety and service standards.
Key Responsibilities
Handle incoming calls through the IVRS system and coordinate with the Appellate Authority when required.
Respond to and manage emergency calls, including:
Medical emergencies
Fire incidents
Bomb threat calls
Other critical operational emergencies
Coordinate with relevant departments to resolve serviceability and operational issues.
Make manual and automated public announcements as per operational requirements.
Monitor and respond to SOS phone calls and AED (Automated External Defibrillator) calls.
Monitor suspicious or threat-related emails received through feedback and Appellate Authority email IDs and escalate as per SOP.
Coordinate timely action on SMS alerts and emergency notifications.
Maintain accurate records of incidents, calls, escalations, and actions taken.
Ensure compliance with airport safety protocols and emergency response procedures.
Liaise with operations, security, medical, fire, and maintenance teams for timely issue resolution.
Prepare daily incident reports and operational MIS.
Key Skills
Excellent verbal and written communication
Emergency response coordination
Incident management
IVRS handling
Public announcement systems
Customer service orientation
Crisis management
MS Office (Excel, Word, Outlook)
Documentation and reporting
Ability to work under pressure in a 247 shift workplace
📌 QSE (Quality & Service Executive) (Maharashtra)
🏢 BVG India
📍 Maharashtra
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