Quality Assurance Lead - Travel Guest Relations & Claims

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

Job summary

Etihad Airways is seeking a quality assurance professional to define and run QA for both in-house and outsourced guest relations and baggage-claims work in Abu Dhabi. The role includes coordinating calibration sessions with the vendor, acting as primary contact for vendor errors, and driving improvements to reduce errors and raise overall quality.

The ideal candidate holds a university degree with five or more years in contact-centre and email handling in travel, plus customer service experience

Qualifications

• A university degree and five or more years in contact-centre and email handling in travel.
• Customer service experience and a Six Sigma Green Belt.

Responsibilities

• Run calibration sessions with the outsourced vendor and report the outcomes.
• Act as Etihad's contact for vendor errors and manage the dispute process.
• Suggest technical fixes that reduce errors and improve overall quality.

Skills

Customer service

Email handling

Six Sigma Green Belt

Education

University degree

Job description

Etihad Airways is seeking a quality assurance professional to define and run QA for both in-house and outsourced guest relations and baggage-claims work in Abu Dhabi. The role includes coordinating calibration sessions with the vendor, acting as primary contact for vendor errors, and driving improvements to reduce errors and raise overall quality.

The ideal candidate holds a university degree with five or more years in contact-centre and email handling in travel, plus customer service experience