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. Ensure that the quality framework is supportive of Etihad goals and support customer experience as well as present customer experience analysis during monthly team meetings and provide inputs and insights for Etihad senior leadership as well Ensure the inhouse & vendor quality organization are providing business intelligence supporting performance enhancement Own reporting the process level improvement opportunity to the organization and hold the vendor & inhouse teams accountable on officer level opportunity Following QA Process to identify Officer-controllable & uncontrollable root cause and Performs spot check activities to detect and prevent revenue loss Ensure the vendor provides analysis to evaluate the outlier and behaviour data in a highly actionable and coaching format as well as run spot check Monitor performance by gathering relevant data and producing statistical reports and manage a healthy program performance scorecard based on annual strategic plan Develop Monitoring Guidelines for all e-mail transactions, present suggestions for group and individual performance improvements Build and maintain compliance reports requested by Management and other reports to meet business requirements

Education & Experience University graduate 5+ year experience in contact centre & e-mail handling in travel industry Experience in customer service Six Sigma Green Belt (Black Belt is an advantage) COPC implementation leader is an advantage

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. Ensure that the quality framework is supportive of Etihad goals and support customer experience as well as present customer experience analysis during monthly team meetings and provide inputs and insights for Etihad senior leadership as well. Ensure the inhouse & vendor quality organization are providing business intelligence supporting performance enhancement. Own reporting the process level improvement opportunity to the organization and hold the vendor & inhouse teams accountable on officer level opportunity. Following QA Process to identify Officer-controllable & uncontrollable root cause and Performs spot check activities to detect and prevent revenue loss. Ensure the vendor provides analysis to evaluate the outlier and behaviour data in a highly actionable and coaching format as well as run spot check. Monitor performance by gathering relevant data and producing statistical reports and manage a healthy program performance scorecard based on annual strategic plan. Develop Monitoring Guidelines for all e-mail transactions, present suggestions for group and individual performance improvements. Build and maintain compliance reports requested by Management and other reports to meet business requirements.