Senior Quality Officer

The Senior Quality Officer manages quality assurance for in-house and outsourced Guest Relations and Baggage Claims activities. The role acts as a key contact for vendor-related errors, oversees the dispute process and turns quality findings into practical improvements. It suits a quality professional with contact-centre and email-handling experience who can combine monitoring, reporting and root-cause analysis with clear communication to vendors, operational teams and senior leadership.

Key Responsibilities

• Lead quality-calibration sessions for email transactions with the vendor, documenting outcomes, meeting notes and monitoring-guideline changes.
• Maintain a quality framework that supports business objectives and improves the customer experience.
• Present customer-experience analysis during monthly team meetings and provide relevant insights to senior management.
• Ensure in-house and vendor teams produce business intelligence that supports performance improvement.
• Identify process-level improvement opportunities and hold relevant teams accountable for officer-level actions.
• Use quality checks and root-cause analysis to distinguish controllable from uncontrollable issues and detect possible revenue loss.
• Review outlier and behavioural data, support coaching and prepare actionable analysis.
• Maintain performance scorecards, monitoring guidelines, compliance reports and management reporting.

Requirements and Qualifications

• University graduate.
• At least five years of contact-centre and email-handling experience in the travel industry.
• Customer-service experience and confidence working with internal teams and external vendors.
• Six Sigma Green Belt certification; Black Belt is an advantage.
• COPC implementation-leader experience is an advantage.

Key Skills

Quality assurance, calibration, contact-centre monitoring, email quality, vendor management, root-cause analysis, reporting, process improvement and stakeholder communication.

Employment Details

• Company: Etihad
• Location: Abu Dhabi, United Arab Emirates
• Employment Type: Full Time