Performance Improvement Analyst
2 days ago
Eyad Alharbi, Group Chief Executive Officer, said: 'We are committed to delivering an exceptional customer experience at every touchpoint.' Our Journey 2030 strategy aims to double our fleet size and triple the number of customers over the next six years. We're looking for talented individuals who share our vision and passion for delivering world-class service.
As a Quality Administrator, you will play a vital role in ensuring the delivery of high-quality products and services to our customers. You will monitor and analyze voice/non-voice activities, identify areas for improvement, and implement corrective actions to drive consistency and excellence in service quality.
Key Responsibilities:
- Monitor and evaluate new and existing agents' performance through call auditing, data analysis, and business deliverables review.
- Communicate results to the Senior Quality Officer, recommending corrective actions and process improvements.
- Provide recommendations to close gaps in service quality, including process redesign, training, and performance management.
- Drive quality standards in delivery of products and services across the vendor organization.
About Etihad Airways
Etihad Airways is a leading global airline operating one of the youngest and most modern fleets in the skies. With its home base in Abu Dhabi, UAE, the airline connects passengers to destinations around the world, providing unparalleled service quality and passenger comfort.
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