Senior Quality Officer

An exciting opportunity to define, implement and manage the Quality Assurance program for in-house & outsourced Guest Relations & Baggage Claims. As the Etihad Point of Contact (POC) for vendor errors, you will manage the dispute process while providing insights into technical improvements necessary to reduce the inflow of errors and strengthen overall quality. This role is ideal for someone who combines strong contact centre QA expertise with analytical thinking and continuous improvement experience and is confident engaging vendors, operational stakeholders and senior leadership. Accountabilities Lead the calibration session with the vendor for e-mail transactions along with recording and reporting calibration primary outputs, minutes, and required monitoring guidelines updates.…