Quality Administrator

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 1-2 yearsEducation: bachelorsSkills: ["Communication","Analytical thinking"]

Monitor and evaluate agent performance across voice and non-voice channels in Etihad’s global contact centre. You’ll audit calls and deliverables, analyze trends in guest experience and transaction resolution, and recommend corrective or preventive actions. Working with line managers and Senior Quality Officers, you’ll close gaps across outsourced vendors through coaching, training, process redesign, statistical reporting, and quality audits to ensure consistent KPI attainment and COPC standards.

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Etihad Aviation Group
Etihad Aviation Group
17 hours ago

Quality Administrator

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Monitor and evaluate agent performance across voice and non-voice channels in Etihad’s global contact centre. You’ll audit calls and deliverables, analyze trends in guest experience and transaction resolution, and recommend corrective or preventive actions. Working with line managers and Senior Quality Officers, you’ll close gaps across outsourced vendors through coaching, training, process redesign, statistical reporting, and quality audits to ensure consistent KPI attainment and COPC standards.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Entry level

Key Responsibilities

  • •Monitor, record, and evaluate agents' performance by auditing calls, data, business deliverables, and attitude across voice/non-voice channels
  • •Communicate results to the Senior Quality Officer and recommend corrective/preventive actions to close gaps
  • •Drive quality standards across outsourced vendors by identifying links between agent behaviours, guest experience, and transaction resolution
  • •Escalate trends and tendencies with negative corrective actions or positive recommendations; perform spot checks to prevent revenue loss and support COPC quality standards
  • •Plan and lead periodic quality audits, attend weekly calibration calls with vendors, and produce statistical reports by gathering relevant data

Key Requirements

  • •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 experience
  • •Proficiency in contact centre technologies, including workforce applications, reporting, quality, and monitoring tools
  • •Excellent written and verbal communication skills
  • •Knowledge of airline reservation system (preferred)
Experience:1-2 yearsContact centre
Education:Bachelor's
Skills:CommunicationAnalytical thinking
Languages:English (UK)
Tech Stack:Contact centre technologiesWorkforce applicationsReporting toolsQuality monitoring toolsAirline reservation system

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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