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Quality Administrator Etihad Airways
2 weeks ago
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.
Your accountabilities include:
- Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, and attitude across voice/non-voice channels.
- Communicate results to the Senior Quality Officer, recommending corrective/preventive actions.
- Provide recommendations for process redesign, training, and performance management to close gaps and drive quality standards in delivery of products and services across the vendor organization.
- Identify relationships between agent behaviours, the customer experience, and transaction resolution.
- Plan, 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 updates.
- Monitor performance by gathering relevant data and producing statistical reports.
About Company:
Etihad 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 fly
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