Quality & Commercial Projects Specialist (LatAm)

Quality Assurance Manager

We're looking for motivated, engaged people to help make everyone's journeys better.

Annual Hiring Range : $80,000 - $90,000 / Per Year. This position is eligible for incentive pay of 10% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.

Reporting to the VP Sales & Services, LatAm, the role is responsible for overseeing the operational units with adhering to customer operational requirements and contractual obligations. Leads regional quality, commercial PMO, and service excellence initiatives across multiple LatAm units. Works cross-functionally with Operations, Commercial, and Corporate teams to sustain SLA performance, drive continuous improvement, and ensure successful operational handovers for new business initiatives. At times, this corporate commercial position will act as the direct liaison between the airline customer, the operational unit and / or Corporate Commercial team. The role will oversee the airline customer operation policy and procedure, auditing / evaluations, supporting quality improvement projects and overall subject matter expert for customer defined service level agreement. This position is responsible for managing and leading the dedicated quality customer service team.

Main Duties and Responsibilities :

• Oversees daily management of the larger Representative, Operations, Quality Compliance team for hub and non-hub locations.
• ~40% Quality : SLA governance, audit readiness, corrective-action follow-up, prevention of defects, and training coordination across units.
• ~30% Commercial PMO / BD Tracking : Manage regional Business Development tracker; coordinate scoping, feasibility, timelines, and post-launch stabilization with local units.
• ~30% Service Excellence & Unit Support : Monitor customer metrics (safety, quality, FA comments, delays); lead weekly issue-closure cadences with units; consolidate performance insights for leadership.
• Runs the Business Development tracker (initiation ? launch ? 90-day stabilization) : defines owners, milestones, and risks; escalates blockers; ensures commercial / operations handshakes are documented.
• Coordinates customer-specific training and quality playbooks; ensures audit readiness and consistency across units (food safety, regulatory, customer programs).
• Validates and tracks financial incentives / remedies linked to SLA programs with Finance and units.
• Facilitates cross-unit problem-solving sessions and shares best practices regionally.
• Oversees the education and training of the Representatives in quality and customer specific requirements.
• Responsible for implementing a comprehensive customer specific quality program across the account network.
• Champions the unit's customer specific total quality improvement efforts and initiates problem solving efforts.
• Leads customer specific quality improvement projects.
• Audits effectiveness of unit or customer specific quality programs.
• Manages representative team in actioning any non-compliance identified within the account network.
• Manages and leads the representative team to drive compliance and prevent any defects in customer products or services.
• Responsible for the compilation and daily maintenance of key customer specific performance metrics and summary for all units safety, quality, flight attendant comments, delays, etc.
• Responsible for the validation, communication and tracking of financial incentives and remedies related to customer SLA program.
• Acts as the direct liaison to the operational units, corporate commercial team and / or customer.
• Manages the representative team ensure compliance on all unit or customer specific audits, food, health and sanitations, governmental or regulatory audits.
• Leads development and supports implementation of customer specific training program.
• Completes all company required training.

Key Metrics :

Qualifications :

Education : Minimum qualifications include bachelor's degree in related discipline, knowledge of HACCP, quality management and six sigma.

Work Experience : At least 5 years of experience in airline, food processing or manufacturing, distribution operations or other related industries. Previous project management experience. Customer service experience.

Technical Skills : ServSafe certification is preferred.

Job Skills : Effectively lead a diverse team based in multiple locations. Intermediate to advanced level Microsoft office tool skills (Excel, Word, PowerPoint). Strong customer service skills. Knowledge of quality auditing, inspection methods. Detail oriented preferred. Strong organizational and / or project management skills, able to prioritize responsibilities and multi-task. Advanced interpersonal skills, interact well with multiple departments as required. Self-motivated, ability to work independently and affect change. Proven communication skills - oral, written and reading. Excellent analytical skills.

Language / Communication Skills : Multi-lingual is a plus.

Job Dimensions :

Work Location : Miami-based (on-site / hybrid per corporate policy)

Geographic Responsibility : LatAm Region

Type of Employment : Full time

Travel % : 10 25%

Exemption Classification : Exempt

Internal Relationships : Requires good standing internal relationships at all levels of the organization, including hourly employees, Operational, Commercial and cross functional management.

External Relationships : Ability to develop and maintain strong relationships at varying levels within the customer organization.

Work Environment / Requirements of the Job :

Organization Structure :

Direct Line Manager (Title) : Global Account Director

Dotted Line Manager (Title, if applicable) : Director, Sales and Service

Number of Direct Reports : 4

Number of Dotted Line Reports : 0

Estimated Total Size of Team : 4

Gategroup Competencies Required to be Successful in the Job :

Demonstrated Values to be Successful in the Position :

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone :

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Gategroup is an equal opportunity employer committed to workforce diversity. All qualified