Job Description

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

Skills Required

• Quality
• Management
• Six Sigma