Product & Service Quality Lead

TALENTMATE; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Etihad Airways is seeking a quality assurance professional to oversee product and service quality, governance and continuous improvement across cabin operations and guest experiences. You will lead structured reviews, verify implementations and drive corrective actions to close gaps, ensuring standards align with brand expectations and guest outcomes.

The role requires a Bachelor’s degree and 5+ years in quality assurance or related fields, preferably in aviation, with strong analytical and

Qualifications

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field.
• Minimum 5 years of experience in product or service quality, QA, guest experience, service design, operational performance or continuous improvement, preferably within aviation or premium service environment.
• Strong knowledge of QA, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting.
• Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements.

Responsibilities

• Product Process Quality Assurance – assess compliance with development processes, governance and specifications.
• Product Quality & Implementation – verify specifications and quality requirements across cabins and guest touchpoints.
• Service Design Assurance – assess outputs against service principles and brand requirements.
• Service Delivery Quality – evaluate delivery against service design and hospitality standards.
• Cross-functional Quality Reviews – plan quality reviews across product and guest experience teams.
• Findings, Corrective Actions & Closure – document findings and track corrective actions.
• Quality Standards & Governance – support development of standards, scorecards and reporting.
• Continuous Improvement – translate insights into prioritized recommendations and enhancements.
• Leadership Reporting – provide concise reporting and escalate material gaps.

Skills

Quality assurance

Compliance reviews

Root-cause analysis

Corrective action

Process governance

Performance reporting

Stakeholder management

Analytical skills

Communication skills

Education

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field

Job description

Etihad Airways is seeking a quality assurance professional to oversee product and service quality, governance and continuous improvement across cabin operations and guest experiences. You will lead structured reviews, verify implementations and drive corrective actions to close gaps, ensuring standards align with brand expectations and guest outcomes.

The role requires a Bachelor’s degree and 5+ years in quality assurance or related fields, preferably in aviation, with strong analytical and