Senior Quality Officer

About the role

An exciting opportunity to define, implement and manage the Quality Assurance program for both in‑house and outsourced Guest Relations & Baggage Claims. You will act as Etihad's 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.
• Maintain and update the quality framework to support Etihad’s customer experience goals.
• Provide monthly customer experience analysis and insights to senior leadership.
• Own process‑level improvement reporting 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.

Required profile

• University graduate with 5+ years of contact‑centre and email handling experience in the travel industry.
• Experience in customer service and quality assurance, preferably with Six Sigma Green Belt certification.
• Strong analytical thinking and ability to engage vendors, operational stakeholders and senior leadership.

Required skills

• Six Sigma (Green Belt, Black Belt a plus)
• COPC implementation knowledge
• Contact‑centre QA expertise
• Email transaction monitoring and analysis