Quality Administrator

Etihad; Abu Dhabi; On-site; AED 78,000 - 145,000; Full time

Job summary

Etihad Airways is seeking a Quality Administrator to monitor and analyze voice and non-voice activities against quality standards across our global contact centre operations.

The role focuses on closing gaps with outsourced vendors by coordinating training, coaching, and corrective actions to drive KPI attainment and superior guest experience.

Qualifications

• Bachelor's degree or high school diploma with relevant work experience.
• Experience in Help Desk or SME roles and contact centre technologies.
• Excellent written and verbal communication skills; knowledge of airline reservations is a plus.

Responsibilities

• Monitor, analyze and audit voice and non-voice activities against quality standards.
• Coordinate training and coaching to close gaps across vendors.
• Provide recommendations for process redesign, training and performance management.
• Attend calibration calls with vendors and present feedback on quality results.
• Produce statistical reports and monitor trends to drive KPI attainment.

Skills

Help Desk/SME experience

Contact center tools

Communication skills

Airline reservation knowledge

Education

Bachelor's degree

High school diploma

Job description

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.

As a Quality Administrator, you will monitor and analyze voice/non-voice activities against agreed quality standards and recommend and coordinate appropriate training and coaching. Purpose is to close gaps across outsourced vendors, working with line managers and Senior Quality Officers to ensure consistent delivery of high level of KPI attainment, guest experience and service quality.

Accountabilities

• Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, 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 consistency and 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

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)

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com