Quality 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 quality specialist to join our Customer Care team as a Quality
Officer, playing a key role in maintaining and improving standards across our
contact centres and partner network.

In this role, youʼll be responsible for defining, implementing and managing quality
assurance programmes across both in-house teams and external vendors. Youʼll
act as the main point of contact for errors, waivers, and agent debit memos
ADMs, overseeing the dispute process and working closely with stakeholders to
identify trends and areas for improvement. Through your insights, youʼll help drive
continuous improvement and support a consistent, high-quality guest experience.

What youʼll do

• Deliver training across reservations and ticketing through classroom and on
  the-job sessions.
• Assess learning outcomes to ensure knowledge is effectively applied in the
  workplace.
• Provide clear, constructive feedback and coaching to support individual
  development.
• Support teams with on-the-job training and targeted coaching interventions as
  needed.
• Manage all training administration, including attendance, assessments, and
  feedback records.
• Step into operational roles during peak or critical periods to support the
  business and stay connected to day-to-day operations.
• Continuously build your own expertise by engaging in hands-on operational
  assignments within guest-facing or support environments.