Quality Administrator

About the role

Take your experience to one of the world's fastest-growing airlines and play a key role in elevating guest experience across our global contact centre operation. With Journey 2030 underway, there's never been a more exciting time to join Etihad and help shape the future of customer service excellence.

Key responsibilities

• Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, across voice and non‑voice channels.
• Communicate results to the Senior Quality Officer, recommending corrective or preventive actions.
• Provide recommendations for 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 with 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.

Required profile

• Bachelor's degree with 1–2 years of work experience, or high school diploma with 3 years of relevant experience.
• Previous Help Desk or SME roles.
• Excellent written and verbal communication skills.
• Knowledge of airline reservation systems (preferred) and proficiency in contact‑centre technologies.

Required skills

• Workforce applications
• Quality monitoring tools
• Airline reservation system
• Contact centre technologies
• Reporting