Manager Quality & Customer Experience Job Vacancy in Etihad Airways Abu Dhabi – Latest Jobs in Abu Dhabi

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Full Details :
Company Name : Etihad Airways
Location : Abu Dhabi
Position : Manager Quality & Customer Experience

Job Description : Synopsis

Quality & Customer Experience Manager develops and implements strategies useful in improving customer relationship, dedication, and satisfaction. Maximizing the potential of his or her Quality and Training teams. Guides and direct the activities of customer experience representatives to ensure their interactions with customers reflect positively on the organisation.

Accountabilities
Own the customer experience optimization throughout the call center journey, by providing the appropriate insights and ensuring minimum customer effort.
Work with Etihad guest experience and various internal team to ensure call center processes are designed in support of the organization goal.
Identify, develop and implement improved department procedures and practices on an ongoing basis in compliance with Six Sigma, COPC and Etihad strategic direction.
Ensure that the overall inputs coming from all call listening activities are consistent and measurement system variation are tracked and controlled via calibration activities.
Responsible for developing, auditing and implementation of quality and compliance standards to identify gaps, and areas for improvement.
Identify and recommend process efficiencies and training improvements, which may include creating and maintaining a project plan, training and communication plan.
Lead initiatives based on analysis and observed opportunities that would impact operations and our customers in a positive way.
Ensure the development and implementation of risk detection and prevention protocol in alignment with Etihad strategy.
Provide recommendations to management on how the company can make improvements that impact revenue, costs and/or customer satisfaction.
Ensures appropriate actions are taken from the vendor site, and Etihad internal teams based on the analysis of top driving behavior root cause insights.
Drive customer retention and increase customer satisfaction
Guide QA team in effective issues resolution and handle any escalations
Education & Experience
University graduate
5+ year experience in quality or training management is a must (both is an advantage)
Experience in managing contact centers is an advantage
5+ years of management experience Contact Center is a must
Experience in travel sector
Six Sigma Green Belt (Black Belt is an advantage)
COPC implementation leader

About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
COVID-19 UPDATE: The health and safety of our communities—including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.

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