QA Lead: Guest Experience & Vendor Quality

Etihad Airways; Abu Dhabi; In loco; AED 180.000 - 360.000; Tempo pieno

Descrizione del lavoro

Etihad Airways seeks a QA leader to define, implement and manage the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims. As the Etihad POC for vendor errors, you will manage disputes while providing insights into improvements to reduce error inflow and strengthen overall quality.

You will lead calibration with vendors, present analyses to senior leadership, and ensure a data-driven approach to monitoring performance and business impact.

Competenze

• University graduate
• 5+ year experience in contact centre & email handling in travel industry
• Experience in customer service
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader is an advantage

Mansioni

• Lead calibration sessions with the vendor for email transactions and report outputs, minutes, and monitoring guidelines updates.
• Provide insights into quality improvements to reduce errors and strengthen overall QA.
• Ensure in-house and vendor QA programs support business goals and present customer experience analyses to leadership.
• Own reporting on process improvements and hold teams accountable on opportunities.
• Identify root causes and perform spot checks to detect revenue leakage and improve performance.
• Monitor vendor and in-house performance through data collection and statistics to drive a scorecard.
• Develop monitoring guidelines for all email transactions and advise on performance improvements.
• Create compliance reports and other management requests to meet business requirements

Formazione

University graduate

Six Sigma Green Belt

COPC implementation leader

Descrizione del lavoro

Etihad Airways seeks a QA leader to define, implement and manage the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims. As the Etihad POC for vendor errors, you will manage disputes while providing insights into improvements to reduce error inflow and strengthen overall quality.

You will lead calibration with vendors, present analyses to senior leadership, and ensure a data-driven approach to monitoring performance and business impact.