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Customer Experience Quality Manager

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Full time

Etihad Airways is a world-leading airline that offers unparalleled opportunities for career growth and development. We are committed to delivering exceptional customer experiences and strive to be the best in everything we do.

As a Quality Administrator at Etihad Airways, you will play a critical role in ensuring the delivery of high-quality products and services across all touchpoints.

Your key responsibilities will include:

  • Monitoring and analyzing voice/non-voice activities against agreed quality standards.
  • Recommending and coordinating training and coaching to close gaps across outsourced vendors.
  • Providing recommendations for process redesign, training, performance management, and other initiatives to address quality gaps.
  • Driving consistency and COPC quality standards across vendor organizations.
  • Collaborating with line managers and Senior Quality Officers to ensure consistent delivery of high-quality KPIs.

To succeed in this role, you will need:

  • A university graduate with 4+ years of experience in contact centers, quality, help desk, or SME roles.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.

About Etihad Airways:

We are a global airline with a presence in over 80 countries.