Quality Administrator
Etihad Engineering · Abu Dhabi
وصف الوظيفة
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
Questions fréquentes
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Etihad Engineering
Abu Dhabi
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