Senior Quality Officer
Role Overview
The role defines, implements, and manages the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims.
As the Etihad point of contact for vendor errors, the Officer manages disputes and identifies technical improvements to reduce errors and strengthen quality.
The position combines contact-centre quality assurance, analysis, continuous improvement, and engagement with vendors, operational stakeholders, and senior leadership.
Key Skills for This Role
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Job description
The role defines, implements, and manages the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims.
As the Etihad point of contact for vendor errors, the Officer manages disputes and identifies technical improvements to reduce errors and strengthen quality.
The position combines contact-centre quality assurance, analysis, continuous improvement, and engagement with vendors, operational stakeholders, and senior leadership.
Accountabilities
- Lead vendor calibration sessions for email transactions and report calibration outputs, minutes, and monitoring guideline updates.
- Ensure the quality framework supports organisational goals and customer experience; present customer experience analysis at monthly team meetings and to senior leadership.
- Ensure in-house and vendor quality organisations provide business intelligence that supports performance enhancement.
- Report process-level improvement opportunities and hold vendor and in-house teams accountable for officer-level opportunities.
- Apply QA processes to identify officer-controllable and uncontrollable root causes; conduct spot checks to detect and prevent revenue loss.
- Ensure vendor analysis of outliers and behavioural data is actionable and suitable for coaching, and conduct spot checks.
- Gather relevant data, produce statistical reports, and manage a performance scorecard based on the annual strategic plan.
- Develop monitoring guidelines for email transactions and recommend group and individual performance improvements.
- Build and maintain compliance reports requested by management and other reports required by the business.
- Manage the vendor error dispute process and identify improvements to reduce error inflow.
Education and experience
- University graduate.
- 5+ years of contact-centre and email-handling experience in the travel industry.
- Experience in customer service.
- Six Sigma Green Belt certification.
- Six Sigma Black Belt is an advantage.
- COPC implementation leader experience is an advantage.
About Etihad
Etihad Airways describes itself as the UAE’s national airline, operating from Abu Dhabi and pursuing its Journey 2030 growth ambition.
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