Etihad Airways - Abu Dhabi - Synopsis 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...
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