About the role
Quality Administrator
Full-time
Division: Operations & Guest Experience
Job Description
Take your experience to one of the world's fastest-growing airlines and play a key role in elevating guest experience across our global contact centre operation. With Journey 2030 underway, there's never been a more exciting time to join Etihad and help shape the future of customer service excellence.
As a Quality Administrator, you will monitor and analyze voice/non-voice activities against agreed quality standards and recommend and coordinate appropriate training and coaching. Purpose 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
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 roles Proficiency in contact centre technologies; workforce applications, reporting, quality, & monitoring tools Excellent written and verbal communication skills Knowledge of airline reservation system (p…
