Quality Administrator
2 weeks ago
SynopsisLet your career take off with the World's Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.As a Quality Administrator based in Etihad Airways HQ, Abu Dhabi, UAE, you will monitor and analyse voice/non-voice activities against agreed quality standards, to recommend and coordinate appropriate training and coaching. The purpose of the role 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.AccountabilitiesMonitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, across voice/non-voice channelsCommunicate results to the Senior Quality Officer, recommending corrective/ preventive actionsProvide recommendations: process redesign, training, performance management, etc. to close gapsDrive quality standards in delivery of products and services across the vendor organizationIdentify relationships between agent behaviours, the customer experience, and transaction resolutionEscalate trends and tendencies with negative, corrective actions or positive recommendationsPerform spot check activities to prevent revenue loss, and drive consistency and COPC quality standardsPlan, 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 updatesMonitor performance by gathering relevant data and producing statistical reportsKey CompetenciesSense of Quality & Precision in fulfilling duties & tasks, striving to improve performance qualityRelevant technical know-how & expertiseCommitment to continuous learning and applicationHigh Ability of technical writing, reporting and data collectionAble to spot problems, with an analytical approach to better understand causes and effectsComprehend and set objectives, identify key indicators, and expected resultsFocus on achieving objectives and finding solutions to overcome difficultiesEducation & ExperienceUniversity graduate4+ year experience in Contact Centres, Quality, Help Desk or SME rolesProficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring toolsExcellent written and verbal communication skillsKnowledge of airline reservation system (preferred)About Etihad AirwaysEtihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to flyTo learn more, visit etihad.com#J-18808-Ljbffr
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Quality Administrator
17 hours ago
Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Full timeLet your career take off with the World's Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services. If you would like to be involved in a true, transformational journey, now is the time. As a Quality Administrator ...
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