Let 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 Senior Quality Officer based in Etihad Airways HQ, Abu Dhabi, UAE you will be responsible for defining, implementing and managing the Quality Assurance program for in-house contact center and vendors. Will be Etihad's point of contact (POC) for errors, waivers & agent debit memos (ADMs) with the vendor, managing the dispute process, whilst providing insight to the business about technical improvements necessary to reduce the inflow of errors. 

Accountabilities: 

• Lead the calibration session with the vendor for all transaction types (i.e. calls, e-mails, etc.) 
• Record and report calibration primary outputs, minutes, and required monitoring guidelines updates
• Ensure suspicious, fraudulent, and/or malicious behavior are being detected via quality sampling and detection planning and reported
• Responsible for running calibration with Etihad’s partner to ensure consistency and alignment across sites
• Ensure that the quality framework is supportive of Etihad goals and support customer experience
• Ensure the vendor quality organization are providing business intelligence supporting performance enhancement
• Own reporting the process level improvement opportunity to the organization and hold the vendor site accountable on agent level opportunity
• Devise and performs various types of analyses according to defined goals
• Present customer experience analysis during monthly team meetings and provide inputs and insights for Etihad senior leadership
• Act as Etihad POC for waivers, errors and ADMs for the contact centre
• Manages the waivers, errors and ADM dispute process and provide intelligence for root causes
• Ensure that frequent errors detected are reported to the Training Department to update Training Curricula and Knowledge base accordingly 
• Performs spot check activities to detect and prevent revenue loss (disconnected/short/unnecessary outbound calls, etc.) 
• Following QA Process to identify Agent-controllable & uncontrollable root cause(s): 
  • Controllable opportunities are coached and addressed via corrective action plans.
  • Uncontrollable opportunities are addressed with recommendations delivered to Account Management.
• Identify relation between Agent behaviors, Customer Experience, and transaction resolution by using various techniques
• Develop Monitoring Guidelines for each transaction type
• Ensure the vendor provides analysis to evaluate the outlier and behavior data in a highly actionable and coaching format
• Manage on Etihad´s escalations process
• Monitor performance by gathering relevant data and producing statistical reports.
• Manage a healthy program performance scorecard based on annual strategic plan
• Run spot check on vendor quality organization to ensure alignment
• Present suggestions for group and individual performance improvements
• Build and maintain compliance reports requested by Management and other reports to meet business requirements and to facilitate workflow 
• Ensure all Etihad policies and procedures are adhered including but not limited to, Security, HR, Operations, Legal

Education and Experience:

• University graduate
• 5+ year experience as a Quality Officer 
• Experience in customer service
• Six Sigma Green Belt (Black Belt is an advantage)
• COPC implementation leader