Air Services Quality Control Specialist

JOB PURPOSE

MSC Cruises USA is hiring a Quality Control Specialist for our Air Services team. This is a newly created role to reflect the growth of our wider organization. Reporting to the manager of the team, this is a great opportunity for someone well versed in Amadeus to take on busy and varied role offering excellent benefits. Hybrid position with some office time, in Miami each week. #LI-LC1

KEY ACCOUNTABILITIES

Conduct quality control checks on all air bookings made through the MSC Cruises air services department.

Verify accuracy of flight itineraries, ticketing details, and passenger information to ensure compliance with customer requirements and airline standards.

Review fare calculations, discounts, and promotions to ensure consistency and accuracy in pricing.

Monitor flight schedules and availability to identify any discrepancies or issues that may impact travel arrangements.

Coordinate with airlines, travel advisors, and other stakeholders to resolve booking errors, discrepancies, and customer inquiries promptly.

Provide support to, and collaborate with, on-call operational teams if guests experience travel disruptions or delays while in transit to their cruise.

Maintain up-to-date knowledge of airline industry regulations, fare rules, and ticketing procedures.

Analyze customer feedback and service metrics to identify areas for improvement and implement corrective actions as needed.

Develop and maintain quality control procedures, guidelines, and documentation to standardize processes and ensure compliance with MSC Cruises policies and ARC requirements.

Collaborate with other departments, including reservations, sales, and customer service, to optimize air travel services and enhance the overall customer experience.

QUALIFICATIONS (skills, competencies, experience)

Minimum of 5 years of experience in air travel operations, preferably in a cruise line or travel industry setting.

Strong knowledge of Amadeus reservation systems, ticketing procedures, and fare rules.

Excellent attention to detail and accuracy in data entry and documentation.

Exceptional analytical and problem-solving skills.

Effective communication skills, both verbal and written.

Ability to multitask, prioritize tasks, and work efficiently under pressure.

Proficiency in Microsoft Office suite and other relevant software applications.

Customer-focused mindset with a commitment to delivering exceptional service.

Flexibility to work occasional evenings, weekends, and holidays as needed.

VISA REQUIREMENTS (if any)

US passport or green card