Role & responsibilities

Job Description QSE (Quality & Service Executive)

Position: Quality & Service Executive (QSE)

Location: Airport Operations T2, Andheri

Department: Operations / Customer Experience

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 setting

📌 QSE (Quality & Service Executive) (Mumbai Suburban)
🏢 BVG India
📍 Mumbai Suburban