Role overview

This position leads quality assurance and continuous improvement across Etihad Airways’ products, services and hospitality experience. You will assess compliance with approved specifications and service standards, identify gaps between intended and delivered experiences, and drive corrective actions to enhance quality and consistency throughout the guest journey.

Key responsibilities

Assess Product Development teams’ adherence to approved development processes, governance requirements, specifications and implementation standards, identifying control gaps, risks and deviations.
Review products across cabins and guest touchpoints to verify that approved specifications and quality requirements are correctly implemented and maintained.
Evaluate Service Design outputs against approved experience principles, service standards, operating procedures and brand requirements to ensure operational feasibility and clarity.
Evaluate Cabin Crew and operational teams’ service delivery against approved standards through structured observations, assessments, guest feedback and performance indicators.
Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other guest experience functions.
Document findings, conduct root-cause analysis and agree corrective action plans with business owners, monitoring progress and confirming successful implementation.
Support development and maintenance of product, service and hospitality standards, review criteria, quality scorecards and reporting frameworks to ensure relevance and alignment.
Translate review findings, guest feedback, complaints and performance trends into prioritised recommendations for sustainable improvements.
Provide leadership reporting on compliance levels, key findings, recurring issues, risks and corrective action status.

Requirements

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field.
Minimum five years of experience in product or service quality, quality assurance, guest experience, service design, operational performance or continuous improvement, preferably in aviation or premium service environments.
Strong knowledge of quality assurance methodologies, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting.
Demonstrated stakeholder management, analytical and communication skills with the ability to assess evidence objectively and challenge constructively.
Capability to translate findings into practical and measurable improvements.

What makes this role worth considering

This role offers the opportunity to shape guest experience and operational excellence at Etihad Airways, the UAE’s national airline. Based in Abu Dhabi, you will work across a premium aviation environment supporting the airline’s ambition to expand its fleet and network while maintaining standards of excellence across all guest touchpoints.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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