Senior QA Lead – Guest Experience & Vendor Quality

Etihad Airways; Abu Dhabi; On-site; AED 200,000 - 320,000; Full time

Job summary

Etihad Airways, based in Abu Dhabi, is seeking a senior QA professional to define, implement, and manage the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims.

You will lead vendor calibration, drive continuous improvement, deliver actionable insights to senior leadership, and ensure compliance across all contact centre and email handling operations, turning data into performance gains for the business.

Qualifications

• 5+ years 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.

Responsibilities

• Lead the calibration session with the vendor for e-mail transactions along with recording and reporting calibration outputs.
• Ensure QA framework supports Etihad goals and present customer experience analysis to senior leadership.
• Provide business intelligence to support performance enhancement for inhouse and vendor teams.
• Own reporting of process-level improvements and hold teams accountable.
• Identify root causes and perform spot checks to prevent revenue loss.
• Ensure vendor analyses are actionable and coaching-focused.
• Monitor performance via data and produce a program scorecard aligned to the strategic plan.
• Develop Monitoring Guidelines for all e-mail transactions and suggest performance improvements.
• Build and maintain compliance reports requested by Management.

Skills

Contact center QA

Email handling

Analytical thinking

Continuous improvement

Vendor management

Six Sigma

COPC implementation

Education

University degree

Job description

Etihad Airways, based in Abu Dhabi, is seeking a senior QA professional to define, implement, and manage the Quality Assurance program for in-house and outsourced Guest Relations and Baggage Claims.

You will lead vendor calibration, drive continuous improvement, deliver actionable insights to senior leadership, and ensure compliance across all contact centre and email handling operations, turning data into performance gains for the business.