Synopsis

To monitor and analyse voice/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 high level of KPI attainment, guest experience and service quality.

Accountabilities

• Monitor, record and evaluate new and existing agents' performance through monitoring and auditing of calls, data, business deliverables, attitude, across voice/non-voice channels. 
• Communicate results to the Senior Quality Officer, recommending corrective/ preventive actions.
• Provide recommendations: process redesign, training, performance management, etc.) to close gaps.
• Drive quality standards in 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, corrective actions or positive recommendations.
• Perform spot check activities to prevent revenue loss, and drive consistency and 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.

Education & 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 SME roles Proficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring tools Excellent written and verbal communication skills  Knowledge of airline reservation system (preferred).

Etihad Airways is more than the UAE’s national airline - we’re 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. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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