Project Officer

About the role

Etihad is seeking a highly analytical and proactive Project Officer to join its Contact Centre Business Improvement team in Abu Dhabi. The role will shape how knowledge, processes, systems and operational improvements are delivered across the global contact centre network, driving projects that enhance both employee and customer experiences.

Key responsibilities

• Coordinate and monitor contact centre projects and business improvements across technology, processes, people, policies and vendors.
• Maintain and govern Knowledge Base articles, ensuring clarity, accessibility and compliance with Etihad policies.
• Manage monthly vendor Knowledge Assessments, track completion, update dashboards and report findings.
• Document business and technical requirements, using operational data and customer insights to recommend improvements.
• Support training materials, SOPs and content administration for Knowledge Base usage.

Required profile

• University graduate with strong analytical thinking, self‑management and customer focus.
• Minimum three years’ experience in airline contact‑centre operations, knowledge management or business improvement.
• Proven ability to coordinate with internal teams and external service providers, influencing and consulting stakeholders.

Required skills

• Proficiency with Microsoft Office.
• Experience using contact‑centre systems, knowledge‑management tools and reporting applications.