Quality Specialist, Workforce Strategy & Movement

POSITION SUMMARY:

Royal Caribbean Group is a leader in providing unforgettable guest experiences. As a part of this mission, the CAM Air Operations Workforce Strategy & Movement (WSM) is responsible for coordinating air travel for 100,000 crew members annually, ensuring seamless transitions between assignments while optimizing cost efficiency.

The Quality Specialist plays a vital role in supporting CAM Air Operations by maintaining data integrity, resolving backend discrepancies, and ensuring compliance with internal systems and accounting protocols. This position is primarily responsible for reconciling financial transactions, addressing system errors, and maintaining accuracy in crew air travel records.

The specialist will work cross-functionally with operations, CAM Air Travel Planning analysts, and vendors to manage and resolve issues related to crew member profiles, debit memos, suspended tickets, and JD Edwards system records.

 For Manila hiring: This position collaborates closely with the Miami CAM Air Team and requires working Eastern Standard Time (EST) day shifts (09:00-17:00), with potential weekend shifts based on operational needs.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Work in Sabre GDS to conduct flight availability searches, book flights, issue tickets, provide fare quotes, and manage queue placements efficiently. Review and process Passenger Name Records (PNRs), ensuring accurate booking and ticket issuance for travel dates ranging from 7 days to 150+ days. Ensure compliance with policies and procedures outlined in SQM (Safety & Quality Management), identifying and addressing process gaps as needed. Reconcile air ticketing transactions in Airline Financial Management System (AFMS) and process debit memos and collections. Update and maintain crew member travel data in JD Edwards (JDE), including blackout dates, cost centers, max accounts, and travel matrices. Process refunds, Electronic Miscellaneous Documents (EMDs) for suspended tickets, and troubleshoot travel routing requests (TRRs). Handle updates for gateway cities for both new hires and existing crew. Support onboarding/offboarding by managing Sabre credential requests/removals. Investigate and resolve air travel discrepancies using JD Edwards (JDE) error reports and work with relevant teams to implement solutions. Review shipboard discrepancies and apply adjustments to crew accounts as needed. Conduct data validation and ensure alignment with travel policy, system logic, and operational accuracy. Collaborate with operations to identify trends, recurring errors, or system inefficiencies and recommend process improvements. Provide ad hoc reporting and administrative support for audits, policy changes, and system migrations as needed. Analyze and process fare refunds and ticket exchanges, applying airline fare rules to minimize financial impact and ensure cost efficiency. Stay up to date with training and learning courses, ensuring compliance with required certifications and operational best practices. Verify travel documentation requirements using TIMATIC to ensure compliance with global immigration regulations.

 

SKILLS & QUALIFICATIONS:

4- year degree in a related field (Workforce Scheduling, Logistics, Airline, Cruise Line, or Travel Agency Services) and/or equivalent professional experience. Exceptional written and verbal communication skills, with the ability to effectively communicate travel-related information to crew members and internal stakeholders. Highly organized with acute attention to detail, ensuring accuracy in ticketing, refunds, and cost analyses. Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and other relevant software for data analysis and reporting. Experience working with JD Edwards (JDE), Airline Financial Management System (AFMS), and Sabre or other Global Distribution Systems (GDS) is strongly preferred. Knowledge of global travel regulations, including immigration, visa requirements, and airline fare structures. Strong critical thinking skills, with the ability to evaluate complex travel scenarios and provide well-reasoned solutions. Ability to adapt to evolving airline industry conditions, including rate changes, flight disruptions, and travel restrictions. Ability to work independently and collaboratively, taking the initiative to resolve challenges and improve operational processes. Experience with airline contracts, fare negotiations, and cost-saving initiatives is a plus.

 

 

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a PC. The employee regularly moves about the office complex, and may climb, descend, lift, or move up to 10 pounds. Some travel may be required to visit Miami office location for training and/or other special initiatives.