Senior QA Lead: Guest Experience & Vendor Quality

Etihad food group; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

Etihad Airways in Abu Dhabi invites a qualified QA leader to define and manage the Quality Assurance program for both in-house and outsourced guest relations and baggage claims.

You will act as the Etihad POC for vendor errors, drive continuous improvement, and provide leadership in analytics to reduce errors and enhance customer experience.

This role requires strong contact center QA experience, Six Sigma and COPC knowledge, and the ability to engage vendors and senior leadership.

Qualifications

• University degree or higher.
• 5+ years in contact center and e-mail handling in travel industry.
• Experience in customer service.
• Six Sigma Green Belt; Black Belt is a plus.
• COPC implementation leadership is a plus.

Responsibilities

• Lead QA program for in-house and outsourced teams.
• Calibrate vendor e-mail transactions and report outputs.
• Provide insights to improve quality and reduce errors.
• Develop monitoring guidelines and compliance reports.
• Present analytics to senior leadership.
• Monitor performance and manage scorecard against strategic plan.

Skills

Quality Assurance

Vendor management

Call center

Six Sigma Green Belt

COPC knowledge

Education

University graduate

Job description

Etihad Airways in Abu Dhabi invites a qualified QA leader to define and manage the Quality Assurance program for both in-house and outsourced guest relations and baggage claims.

You will act as the Etihad POC for vendor errors, drive continuous improvement, and provide leadership in analytics to reduce errors and enhance customer experience.

This role requires strong contact center QA experience, Six Sigma and COPC knowledge, and the ability to engage vendors and senior leadership.