Overview
Quality Administrator Jobs in Abu Dhabi, UAE/Dubai at Etihad Airways
To monitor and analyse voice and 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 a high level of KPI attainment, guest experience, and service quality.
Responsibilities
- 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.
- Communicate results to the Senior Quality Officer and recommend corrective and preventive actions.
- Provide recommendations for process redesign, training, and performance management to close gaps.
- Drive quality standards in the delivery of products and services across the vendor organization.
- Identify relationships between agent behaviours, the customer experience, and transaction resolution.
- Escalate trends and tendencies with negative and positive recommendations.
- Perform spot‑check activities to prevent revenue loss and drive consistency with COPC quality standards.
- 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.
Qualifications
- Bachelor’s degree with 1 2 years of work experience, or high‑school diploma with 3 years of relevant work experience.
- Help Desk or SME experience.
- Proficiency in contact centre technologies; workforce applications, reporting, quality, and monitoring tools.
- Excellent written and verbal communication skills.
- Knowledge of airline reservation system (preferred).
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Title: Quality Administrator
Company: Etihad Airways
Location: Abu Dhabi, UAE/Dubai
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