Responsibilities:

• 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.

Requirements:

• 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
• Experience in travel sector

For more details, please scroll down & see the details.

Etihad Careers