Etihad Airways has announced an opportunity for a Quality Administrator in its global contact centre operation. The role focuses on monitoring service quality, evaluating agent performance, identifying gaps and coordinating corrective actions to improve guest experience across voice and non-voice channels.
The position is part of Etihad Airways’ broader Journey 2030 ambition, which includes expanding its fleet, network and workforce. The selected candidate will work closely with Senior Quality Officers, line managers and outsourced vendor teams to maintain consistent service standards and improve key performance indicators.
For candidates with a bachelor’s degree and relevant experience in contact centre operations, quality monitoring, reporting or help desk/SME roles, this vacancy offers an opportunity to work within the aviation industry in Abu Dhabi. The position also involves analysing performance data, conducting quality audits and participating in regular calibration sessions with vendors.
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Etihad Airways Recruitment 2026: Job Overview
The Quality Administrator will support the quality management function within Etihad Airways’ contact centre operations. The main responsibility is to assess service delivery against established quality standards and identify areas where additional training, coaching or process improvements may be required.
The role covers both voice and non-voice customer service activities. Therefore, the candidate will need to review interactions, analyse performance data and identify trends that may affect customer experience or transaction resolution.
Job Position
Quality Administrator
Company
Etihad Airways
Job Location
Abu Dhabi, UAE
Experience
- Bachelor’s degree with 1–2 years of relevant work experience, or
- High school diploma with 3 years of relevant work experience
Preferred Background
Experience in roles such as:
- Help Desk
- SME
- Contact centre operations
- Quality monitoring
- Performance reporting
About Etihad Airways
Etihad Airways is the national airline of the United Arab Emirates, with its main hub in Abu Dhabi. The airline connects the UAE with destinations across different regions and continues to develop its international network.
The company is currently working towards its Journey 2030 ambition, which includes plans to double its fleet, expand its network and grow its workforce. As part of this wider development, customer service and contact centre operations remain important areas for maintaining the overall guest experience.
For applicants interested in aviation careers, the Quality Administrator position provides an opportunity to work within the airline’s customer service and quality operations.
Quality Administrator Job Responsibilities
The selected candidate will be responsible for monitoring and evaluating the performance of contact centre agents across different communication channels.
Key responsibilities include:
- Monitoring calls and non-voice customer interactions.
- Recording and evaluating agent performance against established quality standards.
- Reviewing business deliverables, data and service-related activities.
- Assessing agent behaviour and its effect on the overall guest experience.
- Sharing quality findings with the Senior Quality Officer.
- Recommending corrective and preventive actions.
- Identifying gaps that require additional training or coaching.
- Suggesting improvements to existing processes where required.
- Supporting performance management activities to address service-quality gaps.
- Monitoring quality standards across outsourced vendor operations.
- Analysing the relationship between agent behaviour, customer experience and transaction resolution.
- Escalating negative trends and recurring issues.
- Highlighting positive trends and recommending suitable improvements.
- Conducting spot checks to help prevent revenue loss.
- Supporting consistency with COPC quality standards.
- Planning and conducting periodic quality audits.
- Checking compliance with agreed service-quality levels.
- Participating in weekly calibration calls with vendors.
- Presenting quality feedback and sharing relevant updates during calibration sessions.
- Collecting performance-related information and preparing statistical reports.
Monitoring and Quality Analysis
A major part of the Etihad Airways Quality Administrator role involves monitoring customer service activities. The successful candidate will review interactions and assess whether agents are meeting the required standards.
The role is not limited to checking individual calls. It also involves identifying patterns and trends across the contact centre operation. When recurring issues are identified, the Quality Administrator will communicate the findings and recommend appropriate corrective or preventive measures.
This may include recommending additional training, coaching, process redesign or performance management interventions.
Vendor Quality Management
The position also involves working with outsourced vendor organizations. The Quality Administrator will help ensure that service delivery remains consistent across vendor operations.
This includes monitoring agreed service-quality levels, identifying performance gaps and communicating relevant findings to vendor teams and internal management.
Weekly calibration calls are another important part of the role. During these sessions, the Quality Administrator will present feedback, discuss quality observations and share updates with vendors.
Quality Audits and Spot Checks
Regular quality audits form another key responsibility of the position. The selected candidate will help plan, lead and conduct periodic audits to assess compliance with established service-quality requirements.
Spot checks will also be carried out to identify inconsistencies and help prevent potential revenue loss. These activities are intended to support consistent service delivery and adherence to relevant quality standards.
Data Analysis and Reporting
The Quality Administrator will also work with performance data. Relevant information must be collected, analysed and converted into statistical reports.
These reports can help management understand performance levels, identify recurring trends and determine where corrective action may be necessary.
Therefore, candidates applying for this position should be comfortable working with performance information and preparing clear reports.
Eligibility Criteria
Candidates interested in the Etihad Airways Quality Administrator Recruitment 2026 should meet one of the stated educational and experience combinations.
Educational Qualification
Candidates should have either:
- A bachelor’s degree along with 1–2 years of relevant work experience, or
- A high school diploma along with 3 years of relevant work experience.
Relevant experience may include contact centre, help desk, SME, quality monitoring or related operational roles.
Skills Required
The vacancy highlights several skills and areas of knowledge that may be important for the position.
Candidates should have:
- Strong written communication skills.
- Strong verbal communication skills.
- Knowledge of contact centre technologies.
- Familiarity with workforce applications.
- Knowledge of reporting tools.
- Familiarity with quality and monitoring tools.
- Ability to analyse performance information.
- Ability to communicate quality findings clearly.
- Ability to work with vendor teams and internal stakeholders.
Knowledge of an airline reservation system is also preferred.
Contact Centre Technology Experience
Since the position is based within a global contact centre operation, familiarity with relevant contact centre technologies is important.
Candidates may work with workforce applications, reporting systems and quality-monitoring tools as part of their responsibilities. The ability to understand operational data and translate findings into useful recommendations can therefore be relevant to the role.
Career Opportunity in Abu Dhabi
The Quality Administrator vacancy is based in Abu Dhabi, UAE, giving eligible candidates an opportunity to pursue a career within the aviation and customer service sector.
The position combines quality monitoring, reporting, auditing and customer experience responsibilities. As a result, it may be relevant to professionals who have worked in contact centre operations or related quality-focused positions and are looking to move into an airline environment.
Application Process
Candidates interested in the Etihad Airways Quality Administrator Recruitment 2026 should apply through the airline’s official recruitment channels. Applicants should review the vacancy requirements carefully before submitting their application.
As the position requires specific educational qualifications and relevant work experience, candidates should ensure that their CV clearly presents their academic background, previous employment and relevant contact centre or quality-related experience.
How to Apply
Applicants can visit the official Etihad Airways careers website and search for the Quality Administrator vacancy. After locating the position, candidates can review the complete requirements and follow the instructions provided on the official recruitment portal.
Official Website: Etihad Airways — www.etihad.com
Important: The job information provided here does not mention a salary, employee benefits, application deadline, working hours or a specific selection process. Applicants should refer to the official vacancy listing for the latest details.
Selection Process
The supplied vacancy information does not specify the complete recruitment or interview process. Therefore, candidates should follow the instructions provided by Etihad Airways after submitting their application.
Applicants should also keep their CV and relevant educational or employment information ready in case these details are requested during the recruitment process.
Salary and Benefits
The available job description does not provide specific information about:
- Salary
- Allowances
- Accommodation
- Transportation
- Health insurance
- Air tickets
- Annual leave benefits
- Other employee benefits
Candidates should not rely on unofficial salary or benefits information. Any confirmed compensation and benefits should be checked through the official Etihad Airways recruitment information.
Job Location
The position is associated with Etihad Airways’ operations in Abu Dhabi, UAE.
Abu Dhabi is the home of Etihad Airways’ main hub, and the airline operates an international network connecting the UAE with destinations across different regions.
Why This Role May Interest Contact Centre Professionals
The Quality Administrator position combines several areas of contact centre operations, including quality monitoring, performance analysis, reporting, auditing and customer experience.
Professionals with experience in help desk operations, SME roles, quality monitoring or contact centre environments may find that their existing experience is relevant to several responsibilities listed for this vacancy.
The role also involves communication with vendor teams and internal quality personnel. This makes communication and reporting skills important parts of the position.
What Candidates Should Prepare
Before applying for the Etihad Airways Quality Administrator position, candidates can review their CV and make sure relevant experience is clearly presented.
It may be useful to highlight:
- Contact centre experience
- Quality monitoring experience
- Help desk or SME experience
- Performance reporting
- Data analysis
- Quality audits
- Customer service experience
- Workforce applications
- Monitoring tools
- Reporting tools
- Communication skills
- Experience working with vendors
- Airline reservation system knowledge, if applicable
Candidates should provide accurate information and avoid including skills or experience they do not actually possess.
Important Instructions for Applicants
Applicants should be careful when responding to recruitment communications that claim to represent Etihad Airways.
Etihad Airways has issued a recruitment fraud warning stating that the company will not request personal information, bank details or payment during the recruitment process.
The airline also states that interviews are conducted face-to-face or through video or telephone before a formal offer is made.
Therefore, candidates should be cautious if anyone claiming to represent the Etihad Group asks for money or payment in connection with recruitment.
Etihad Airways Recruitment Fraud Alert
Job seekers should verify recruitment communications through official Etihad Airways channels. Any request for payment in exchange for an interview, job offer or recruitment processing should be treated with caution.
Candidates should never share sensitive financial information with an unknown person claiming to arrange an Etihad Airways job.
The official company website should be used to verify vacancies and recruitment-related information.
About Journey 2030
Etihad Airways is developing its business under its Journey 2030 ambition. According to the information provided in the vacancy, the programme includes plans to double the airline’s fleet, expand its network and grow its workforce.
The Quality Administrator position is connected to the airline’s wider focus on customer service excellence. The role supports quality monitoring and helps identify areas where service delivery can be improved across contact centre operations.
Frequently Asked Questions
What is the position available at Etihad Airways?
The vacancy is for a Quality Administrator working within the airline’s global contact centre operation.
Where is the Etihad Airways Quality Administrator job located?
The position is associated with Abu Dhabi, UAE.
What qualification is required for the Quality Administrator role?
Candidates can have a bachelor’s degree with 1–2 years of relevant work experience, or a high school diploma with 3 years of relevant work experience.
Is contact centre experience required?
The vacancy highlights experience in areas such as Help Desk and SME roles and familiarity with contact centre technologies, reporting, quality and monitoring tools.
Is airline reservation system knowledge required?
Knowledge of an airline reservation system is listed as preferred, rather than stated as a mandatory qualification.
What does a Quality Administrator do at Etihad Airways?
The role includes monitoring calls and non-voice activities, evaluating agent performance, conducting quality audits, analysing data, preparing reports and recommending corrective or preventive actions.
Is salary information available?
The supplied job description does not mention a salary. Candidates should check the official vacancy listing for any compensation details.
Does Etihad Airways charge money during recruitment?
According to the recruitment fraud warning provided with the vacancy, Etihad Airways will not ask candidates for payment during the recruitment process.
Tips Before Applying
Candidates should carefully compare their qualifications with the vacancy requirements before applying. A clear CV can help recruiters quickly identify relevant experience.
Those with contact centre, help desk, SME, quality assurance, reporting or monitoring experience should make these areas easy to identify in their CV.
Candidates who have worked with workforce applications, quality tools, reporting systems or airline reservation systems can also mention relevant experience where applicable.
Most importantly, applicants should use official Etihad Airways recruitment channels and remain alert to fraudulent job offers.
Final Reminder
The Etihad Airways Quality Administrator Recruitment 2026 opportunity is focused on contact centre quality, performance monitoring, reporting and customer experience. The role requires either a bachelor’s degree with relevant experience or a high school qualification with three years of relevant work experience.
The position also requires strong written and verbal communication skills and familiarity with contact centre technologies, reporting, quality and monitoring tools. Airline reservation system knowledge is preferred.
Candidates should verify all vacancy details through the official Etihad Airways website before applying. They should also remember that Etihad Airways warns applicants against recruitment scams involving requests for money or sensitive financial information.
Conclusion
The Etihad Airways Quality Administrator Recruitment 2026 offers a role within the airline’s global contact centre operation, with responsibilities covering quality monitoring, audits, reporting, vendor coordination and guest experience. Candidates meeting the stated education and experience requirements can review the official vacancy and apply through Etihad Airways’ recruitment channels.
For the latest vacancy details, applicants should always refer to the official Etihad Airways website rather than relying on third-party recruitment messages.
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