We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways, Customer Care team as a Senior Compliance and Legal Officer based in Houston, TX.
The role holder will be responsible for monitoring and ensuring compliance is always maintained within the QR network through effective collaboration with departments, dealing with customers to avoid fines or legal costs imposed on QR. You will provide assistance and handling of claims/complaints from customers that could be a violation of US/Canada regulations. You will work as a point-of-contact and escalation point who will provide proper guidance and assistance on US DOT/CTA-related complaints and resolution.
As a Senior Compliance and Legal Officer, you will be responsible for the below:
- Oversee and analyze US DOT/CTA claims received.
- Perform a compliance audit to evaluate the process, particularly at the airports, e-commerce, and marketing, and take actions for corrective measures and continuous improvement in coordination with HO Commercial and Group Services.
- Facilitate and file monthly reports for the US/Canadian Dept. of Transportation.
- Engage with ASMs to ensure reliable sources are obtained for Tarmac Delay plans and filing of reports required by regulations.
- Manage all customer care legal cases on behalf of QR for all Tribunal and small claim matters. Action and respond to subpoenas pertaining to all commercial matters.
- Provide guidance to customer service staff on all regulatory matters to ensure issues are correctly resolved before escalation.
- Be up to date and ensure full understanding of the relevant laws and regulations to guarantee compliance across the organizations with internal policies and regulatory requirements that could expose QR or increase legal costs.
- Provide support in assessing claims that could be a possible violation of US/Canada regulations.
- Ensure to provide the passenger complaint a written statement, including a summary of the facts and reasons.
- Conduct audits to determine whether finance is processing refunds.
- Perform other department duties to their position as directed by the Head of Department.
QualificationsQualifications, Experience, and Skills:
- BA or equivalent with a minimum 4 years of job-related experience.
- Travel industry experience.
- Conversant in airline policies and procedures.
- Have worked directly with customers.
- Ability to contribute individually, lead, manage, or participate in cross-functional teams.
- High-level confidence and determination.
- Excellent writing and verbal communication skills.
- Problem-solving techniques and persuasiveness.
- Outstanding attention to detail.
- Excellent written and spoken English.
- Managerial skills: ability to delegate work, set clear direction, and manage workflow.
- Strong mentoring and coaching. Ability to train and develop subordinatess skills.
