Senior Quality Officer

About the role

Etihad Airways is looking for a Senior Quality Officer to define, implement and manage the Quality Assurance program for both in‑house and outsourced Guest Relations and Baggage Claims. The role will act as the point of contact for vendor errors, driving dispute resolution and continuous improvement.

Key responsibilities

• Lead calibration sessions with vendors for email transactions and record/report outcomes.
• Ensure the quality framework aligns with Etihad goals and supports customer experience.
• Provide monthly customer experience analysis to senior leadership.
• Own reporting of process‑level improvement opportunities and hold vendor and in‑house teams accountable.
• Perform spot‑check activities to detect and prevent revenue loss.
• Develop monitoring guidelines for all email transactions and suggest performance improvements.
• Build and maintain compliance and business‑intelligence reports.

Required profile

• University graduate.
• 5+ years experience in contact‑centre and email handling within the travel industry.
• Proven experience in customer service.
• Six Sigma Green Belt (Black Belt is a plus).
• Experience leading COPC implementation is an advantage.

Required skills

• Six Sigma Green Belt
• COPC implementation knowledge