Quality Administrator

Responsibilities

• Monitor, record, and evaluate agent performance through auditing of calls and data across voice and non-voice channels
• Communicate results to the Senior Quality Officer and recommend corrective or preventive actions
• Provide recommendations for process redesign, training, and performance management to close service gaps
• Drive quality standards across vendor organizations by identifying relationships between agent behavior and customer experience
• Perform spot check activities to prevent revenue loss and ensure compliance with COPC quality standards
• Plan and lead periodic quality audits to monitor service quality levels
• Attend weekly calibration calls with vendors to present feedback and share updates
• Gather relevant data and produce statistical reports to monitor performance

Requirements

• Bachelor's degree with 1–2 years of work experience, or a High school diploma with 3 years of relevant experience
• Proficiency in contact centre technologies, workforce applications, and reporting tools
• Experience with quality and monitoring tools
• Excellent written and verbal communication skills

Preferred Qualifications

• Knowledge of airline reservation systems

About the Company

Etihad Airways is the UAE’s national airline, shaping the future of global aviation from its hub in Abu Dhabi. Through our “Journey 2030” ambition, we are expanding our network and growing our people to create extraordinary experiences for travelers worldwide.