Senior Quality Officer

Role overview

Accountabilities

• Lead vendor calibration sessions for email transactions; record and report outputs, minutes, and monitoring-guideline updates.
• Ensure the quality framework supports Etihad goals and customer experience; present analysis and insights to teams and senior leadership.
• Ensure in-house and vendor quality teams provide business intelligence for performance enhancement.
• Report process-level improvement opportunities and hold vendor and in-house teams accountable for officer-level opportunities.
• Use QA processes to identify controllable and uncontrollable root causes; conduct spot checks to detect and prevent revenue loss.
• Ensure vendor analysis of outlier and behaviour data is actionable and coaching-oriented, and run spot checks.
• Gather performance data, produce statistical reports, and manage a scorecard based on the annual strategic plan.
• Develop email monitoring guidelines and recommend group and individual performance improvements.
• Build and maintain compliance reports requested by management and other business-required reports.

Education and experience

• University graduate.
• At least 5 years of contact-centre and email-handling experience in the travel industry.
• Experience in customer service.
• Six Sigma Green Belt.
• Six Sigma Black Belt is an advantage.
• COPC implementation leader experience is an advantage.

About Etihad Airways