Training Officer
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موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
- Cairo
- On-site
Job Description
Make the world your home
At Etihad our people shape every journey. Guided by our ambition to go Beyond
Borders we connect people cultures and possibilities across more than 100
destinations worldwide. From our network and fleet to the teams behind every
journey itʼs this shared ambition that drives us to go beyond and deliver
extraordinary travel experiences.
Weʼre looking for a training-focused professional to join our Customer Care team
as a Training Officer Reservations & Ticketing playing a key role in building
capability across our contact centres.
In this role youʼll be responsible for delivering and managing training programmes
for reservation and ticketing across staff supervisors and line managers. Youʼll
support learning through effective delivery assessment and feedback while
ensuring training content and materials remain accurate and up to date. Working
closely with stakeholders youʼll help maintain consistent standards and support
teams in delivering a high-quality guest experience.
What youʼll do:
- Lead calibration sessions across vendors and internal teams to ensure consistent quality standards.
- Record outcomes from calibrations including insights actions and updates to monitoring guidelines.
- Monitor interactions to identify errors risks and potential fraudulent or non compliant behaviour.
- Act as the main point of contact for waivers errors and ADMs managing the full dispute process.
- Analyse quality data to identify trends root causes and opportunities for process improvement.
- Share insights with stakeholders including regular reporting and presentations to leadership.
- Work closely with vendors to ensure alignment on quality frameworks and performance expectations.
- Support continuous improvement by identifying agent-level and process-level opportunities.
- Partner with Training teams to address recurring errors and update learning content accordingly.
- Conduct spot checks to identify risks prevent revenue loss and ensure adherence to standards.
- Monitor performance through data analysis and maintain regular reporting and scorecards.
- Manage escalations and ensure timely resolution in line with defined processes.
- Ensure all processes systems and reporting meet Etihad standards and compliance requirements.
Required Experience:
Unclear Seniority
المهارات المطلوبة
عن الشركة
About the company 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 ... اعرض المزيد
