Quality Administrator

Role Overview

Quality Administrator at Etihad Airways, based at our Abu Dhabi hub. Join one of the world's fastest-growing airlines to elevate guest experience across our global contact centre operation.

Company Overview

Etihad Airways is the UAE's national airline, shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures while driving our "Journey 2030" ambition to double our fleet, expand our network and grow our people for a new era of excellence.

Role Purpose

Monitor and analyze voice and non-voice activities against agreed quality standards, recommend and coordinate appropriate training and coaching, and close gaps across outsourced vendors. Work with line managers and Senior Quality Officers to ensure consistent delivery of high KPI attainment, guest experience and service quality.

Key Responsibilities

Monitoring & Evaluation

• Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables and attitude across voice and non-voice channels.
• Perform spot check activities to prevent revenue loss and drive consistency and COPC quality standards.
• Monitor performance by gathering relevant data and producing statistical reports.

Quality Assurance & Compliance

• Plan, lead and direct periodic quality audits to monitor compliance with agreed service quality levels.
• Drive quality standards in delivery of products and services across the vendor organization.
• Attend weekly calibration calls with vendors to present feedback and share updates.

Analysis & Recommendations

• Communicate results to the Senior Quality Officer, recommending corrective and preventive actions.
• Provide recommendations including process redesign, training and performance management to close gaps.
• Identify relationships between agent behaviours, customer experience and transaction resolution.
• Escalate trends and tendencies with negative corrective actions or positive recommendations.

Qualifications & Experience

• Bachelor's degree with 1–2 years of work experience, or High school diploma with 3 years of relevant work experience.
• Help Desk or Subject Matter Expert roles.
• Knowledge of airline reservation system (preferred).

Skills & Competencies

• Proficiency in contact centre technologies, workforce applications, reporting, quality and monitoring tools.
• Excellent written and verbal communication skills.