Training Officer

Job Description

Make the world your home

At Etihad, our people shape every journey. Guided by our ambition to go Beyond

Borders, we connect people, cultures and possibilities across more than 100

destinations worldwide. From our network and fleet to the teams behind every

journey, itʼs this shared ambition that drives us to go beyond and deliver

extraordinary travel experiences.

Weʼre looking for a training-focused professional to join our Customer Care team

as a Training Officer – Reservations & Ticketing, playing a key role in building

capability across our contact centres.

In this role, youʼll be responsible for delivering and managing training programmes

for reservation and ticketing across staff, supervisors, and line managers. Youʼll

support learning through effective delivery, assessment, and feedback, while

ensuring training content and materials remain accurate and up to date. Working

closely with stakeholders, youʼll help maintain consistent standards and support

teams in delivering a high-quality guest experience.

What youʼll do:

• Lead calibration sessions across vendors and internal teams to ensure consistent quality standards.
• Record outcomes from calibrations, including insights, actions and updates to monitoring guidelines.
• Monitor interactions to identify errors, risks, and potential fraudulent or non compliant behaviour.
• Act as the main point of contact for waivers, errors and ADMs, managing the full dispute process.
• Analyse quality data to identify trends, root causes, and opportunities for process improvement.
• Share insights with stakeholders, including regular reporting and presentations to leadership.
• Work closely with vendors to ensure alignment on quality frameworks and performance expectations.
• Support continuous improvement by identifying agent-level and process-level opportunities.
• Partner with Training teams to address recurring errors and update learning content accordingly.
• Conduct spot checks to identify risks, prevent revenue loss, and ensure adherence to standards.
• Monitor performance through data analysis and maintain regular reporting and scorecards.
• Manage escalations and ensure timely resolution in line with defined processes.
• Ensure all processes, systems, and reporting meet Etihad standards and compliance requirements.