Senior Manager Contact Centre Quality & Performance

Synopsis

At Etihad, we’re not just transforming travel –we’re shaping the future of world-class service. Through bold innovation, creative thinking, and an unwavering commitment to excellence, we deliver thoughtful, memorable experiences at every stage of the journey.

We’re looking for a forward-thinking and commercially savvy Senior Manager – Contact Centre Quality & Performance to lead the way in optimising our global contact centre operations. In this role, you’ll drive vendor excellence, maximise service performance, and champion smart, technology-led solutions that elevate every guest interaction.

From performance governance and contractual accountability to unlocking automation and continuous improvement, you’ll be at the heart of ensuring our contact centre partnerships deliver nothing short of exceptional. If you're passionate about service, data, and transformation at scale – this is your opportunity to make your mark.

Accountabilities

• Lead the governance of all BPO and vendor performance frameworks, ensuring alignment with service-level agreements (SLAs), KPIs, and contractual obligations.
• Oversee contract lifecycle management, including negotiations, renewals, and compliance monitoring for outsourced partners.
• Develop and lead a centralised performance dashboard and insight framework to monitor vendor effectiveness and drive actionable improvements.
• Champion innovation in contact centre technology and automation to improve service delivery, reduce guest effort, and enhance cost-efficiency.
• Collaborate with internal stakeholders (Legal, Procurement, IT, Guest Experience) to ensure vendor strategies align with business needs and guest service standards.
• Conduct regular performance reviews with external partners, identifying risks, gaps, and opportunities for service optimisation.
• Drive data-led decision-making through analysis of guest feedback, NPS/DSat, FCR, and operational performance metrics.
• Define and evolve quality assurance standards across vendor operations, ensuring consistency with Etihad’s brand and service principles.
• Serve as the escalation point for major performance concerns, implementing corrective actions and continuous improvement plans.
• Act as SME for future contact centre solutions and digital service strategies in collaboration with transformation and innovation teams.
  
  

Education & Experience

• Degree level education preferred, and minimum of 10 years of relevant experience.
• Experience in contact center vendor management, service quality, or operations excellence.
• Expertise in SLA governance, contract performance, and KPI frameworks.
• Six Sigma Green Belt or COPC certification preferred.
• Project Management certification (PMP or equivalent) is an advantage.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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