Guest Experience Quality Analyst

Tanqeeb; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Etihad Airways, based in Abu Dhabi, seeks a Quality Administrator to monitor and analyze guest interactions across voice and non-voice channels within our global contact centre. With Journey 2030 underway, your work will help elevate customer service excellence and close gaps through data-driven insights.

You will coordinate training and coaching, drive improvements, and ensure KPI attainment while collaborating with line managers, Senior Quality Officers, and outsourced vendors to deliver

Qualifications

• Bachelor’s degree with 1-2 years of work experience, or High school diploma with 3 years of relevant work experience.
• Help Desk or SME roles
• Proficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring tools
• Excellent written and verbal communication skills
• Knowledge of airline reservation system (preferred)

Responsibilities

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

Skills

Communication skills

Help Desk/ SME experience

Contact center tools

Education

Bachelor’s degree

High school diploma + 3 years experience

Tools

Contact centre platforms

Reporting tools

Job description

Etihad Airways, based in Abu Dhabi, seeks a Quality Administrator to monitor and analyze guest interactions across voice and non-voice channels within our global contact centre. With Journey 2030 underway, your work will help elevate customer service excellence and close gaps through data-driven insights.

You will coordinate training and coaching, drive improvements, and ensure KPI attainment while collaborating with line managers, Senior Quality Officers, and outsourced vendors to deliver