Role overview

This position involves designing, implementing and overseeing a comprehensive Quality Assurance program covering both internal and outsourced Guest Relations and Baggage Claims operations. As the primary Etihad contact for vendor-related quality issues, you will manage dispute resolution processes while identifying technical and operational improvements to reduce errors and enhance overall service quality. This role requires someone with strong quality assurance expertise in contact centre environments combined with analytical capabilities and a commitment to continuous improvement.

Key responsibilities

Lead calibration sessions with vendors for email transactions, documenting outputs, meeting minutes and updated monitoring guidelines.
Ensure the quality framework aligns with Etihad’s objectives and supports customer experience, presenting performance analysis during monthly team meetings to senior leadership.
Provide business intelligence from both in-house and vendor quality teams to support performance enhancement initiatives.
Report process-level improvement opportunities and hold vendors and internal teams accountable for addressing identified issues.
Identify controllable and uncontrollable root causes following QA procedures, conducting spot checks to detect and prevent revenue loss.
Request and review vendor analysis of outlier data and behavioral patterns in actionable coaching formats, conducting additional spot checks as needed.
Gather performance data, produce statistical reports and maintain a performance scorecard aligned with annual strategic objectives.
Develop monitoring guidelines for all email transactions and recommend group and individual performance improvements.
Build and maintain compliance and business requirement reports as requested by management.

Requirements

University degree qualification.
Minimum five years of experience in contact centre and email handling within the travel industry.
Demonstrated background in customer service operations.
Six Sigma Green Belt certification, with Black Belt certification considered an advantage.
COPC implementation leadership experience considered advantageous.

What makes this role worth considering

This position extends beyond traditional QA monitoring, offering the opportunity to influence quality standards across multiple operational areas and translate performance data into strategic insights. You will partner directly with vendors, drive continuous improvement initiatives and contribute analytical perspectives to senior leadership decision-making. For an experienced quality professional seeking broader influence over operational performance and guest experience, this role provides meaningful scope to apply expertise at scale.