Quality Administrator

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.

If you would like to be involved in a true, transformational journey, now is the time.

As a Quality Administrator based in Abu Dhabi, UAE at the Etihad HQ, you will monitor and analyze voice/non-voice activities against agreed quality standards, to recommend and coordinate appropriate training and coaching.  The purpose of the role is to close gaps across outsourced vendors, working with line managers and Senior Quality Officers to ensure consistent delivery of high level of KPI attainment, guest experience and service quality.

Accountabilities:

• Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, across voice/non-voice channels.
• Communicate results to the Senior Quality Officer, recommending corrective/ preventive actions.
• Provide recommendations: process redesign, training, performance management, etc.) to close gaps.
• Drive quality standards in delivery of products and services across the vendor organization.
• Identify relationships between agent behaviours, the customer experience, and transaction resolution.
• Escalate trends and tendencies with negative, corrective actions or positive recommendations.
• Perform spot check activities to prevent revenue loss, and drive consistency and COPC quality standards.
• Plan, lead, and direct periodic quality audits to monitor compliance with agreed service quality levels.
• Attend weekly Calibration calls with vendors, to present feedback and share updates. 
• Monitor performance by gathering relevant data and producing statistical reports.
• Key competencies for this role:
  • Sense of Quality & Precision in fulfilling duties & tasks, striving to improve performance quality.
  • Relevant technical know-how & expertise.
  • Commitment to continuous learning and application.
  • High Ability of technical writing, reporting and data collection.
  • Able to spot problems, with an analytical approach to better understand causes and effects.
  • Comprehend and set objectives, identify key indicators, and expected results.
  • Focus on achieving objectives and finding solutions to overcome difficulties.

Education & Experience:

• University graduate
• 4+ year experience in Contact Centres, Quality, Help Desk or SME roles
• Proficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring tools
• Excellent written and verbal communication skills
• Knowledge of airline reservation system (preferred)

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent and contact ethicscompliance@etihad.ae