Guest Control Quality Officer

Etihad Airways; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading airline in Abu Dhabi seeks a Quality and Procedures Coordinator to support quality standards and operational compliance. The ideal candidate will assist in maintaining departmental procedures, monitor processes for improvement, and provide administrative support. Candidates should have a degree or high-school diploma with relevant experience in the airline industry. This role offers an opportunity to be part of a dynamic team focused on enhancing efficiency and guest experience.

Qualifications

• 3 years relevant work experience preferred or 5 years experience in the airline industry.
• 1-3 years’ experience in aviation, preferable with internal Quality & Procedures.

Responsibilities

• Maintain and monitor quality standards by updating processes.
• Assist in maintaining departmental standard operating procedures.
• Provide administrative support for cross-functional improvement initiatives.
• Track vendor-related documentation for review.

Skills

Quality assurance

Process improvement

Administrative support

Resource planning

Education

Degree in a relevant field

High-school diploma

Job description

Synopsis

Support the Manager – Quality and Procedures in maintaining and monitoring quality standards by updating and implementing departmental processes, policies, and procedures. The role ensures compliance with operational requirements while contributing to continuous improvement initiatives that enhance efficiency and the guest experience.

Accountabilities

• Assist in maintaining departmental standard operating procedures and manuals, ensuring documents are current and aligned with operational and regulatory changes.
• Monitor processes for gaps and escalate improvement opportunities to the Manager for review.
• Support resource planning activities (rosters, shift coverage, leave tracking) under the guidance of the Manager.
• Provide administrative and coordination support for cross-functional improvement initiatives.
• Assist in collating training needs identified by the Manager and help coordinate training schedules.
• Track vendor-related documentation (invoices, reports) for Manager’s review and follow-up with Finance / Procurement as required.
• Ensure guest complaints and disruption-related issues are logged accurately and escalated appropriately for timely resolution.
• Maintain departmental quality records and prepare basic reports / updates for management review.

Education & Experience

Degree with 3 years relevant work experience preferred, or

High-school diploma and min. 5 years’ experience in airline industry.

Minimum of 1-3 years’ experience in aviation, preferable with internal Quality & Procedures, and resource planning.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more.All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video / telephone before any formal offer. If you are asked for money, please treat it as fraudulent.