Quality Administrator

About the role

Join Etihad Airways' fast‑growing contact centre team as a Quality Administrator. You will help elevate the guest experience by monitoring and analysing voice and non‑voice interactions, ensuring compliance with quality standards, and driving continuous improvement across outsourced vendors.

Key responsibilities

• Monitor, record and evaluate agent performance through call and data audits across voice and non‑voice channels.
• Communicate audit results to Senior Quality Officers and recommend corrective or preventive actions.
• Provide recommendations for process redesign, training, and performance management to close quality gaps.
• Identify relationships between agent behaviours, customer experience, and transaction resolution.
• Escalate trends, perform spot checks to prevent revenue loss, and uphold COPC quality standards.
• Plan and lead periodic quality audits and attend weekly calibration calls with vendors.
• Gather data and produce statistical reports on performance.

Required profile

• Bachelor’s degree with 1–2 years of relevant experience, or high‑school diploma with 3 years of experience.
• Previous experience in Help Desk or SME roles within a contact‑centre environment.
• Strong written and verbal communication skills.

Required skills

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

What we offer

• Opportunity to work for a leading global airline.
• Dynamic, fast‑growing environment with career development prospects.
• Competitive benefits aligned with Etihad’s Journey 2030 vision.