AssistantManager崗位說(shuō)明書(shū)匯編21

1、Quality Assurance Consultant職位描述文件職位識(shí)別信息職位名稱(chēng)Quality Assurance Consultant所屬部門(mén)Contact Center職位編號(hào)所在城市工作地點(diǎn)出差要求無(wú)偶爾經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Manager, Quality Assurance匯報(bào)職位直接下級(jí)職位Travel Consultant薪無(wú) 建議權(quán) 決定權(quán)酬人員直接下級(jí)人數(shù)績(jī)無(wú) 建議權(quán) 決定權(quán)管理效權(quán)限直接管轄團(tuán)隊(duì)配無(wú) 建議權(quán) 決定權(quán)備業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影酒店、航空公司、電信運(yùn)營(yíng)受到職位影響的外部機(jī)響的外部機(jī)構(gòu)商、公司客戶(hù)構(gòu)任職資格教育程度Gradu

2、ate專(zhuān)業(yè)方向? 2 year or above in Customer工作經(jīng)驗(yàn)Care or Call Centre行業(yè)經(jīng)驗(yàn)Operation experience培訓(xùn)經(jīng)歷核心能力? 組織認(rèn)知? 個(gè)人管理? 績(jī)效導(dǎo)向? 可靠性? 口頭溝通? 書(shū)面溝通通用能力? 人際交往專(zhuān)業(yè)能力? 談判能力? 領(lǐng)導(dǎo)力? 團(tuán)隊(duì)管理? 員工管理? 分析 /解決問(wèn)題? 計(jì)劃能力酒店、航空公司、 電信運(yùn)營(yíng)商、公司客戶(hù)operation research, statistic ormathematics? 客戶(hù)導(dǎo)向? 精誠(chéng)協(xié)作? 積極進(jìn)取? 立足創(chuàng)新? 求真務(wù)實(shí)? 敬業(yè)誠(chéng)信? 客戶(hù)服務(wù)? 業(yè)務(wù)知識(shí)? 系統(tǒng)運(yùn)用? 銷(xiāo)售技

3、巧? 效率導(dǎo)向? 質(zhì)量導(dǎo)向? 投訴處理? 知識(shí)管理職位目的與職責(zé)職位目的 （存在的理由， 限制和目標(biāo)）To assist in building and maintaining structural and scientific quality assurance system to support efficient operations of the contact center as well as various business lines of the company as a whole.責(zé)任級(jí)別職責(zé)范圍（全部 /衡量標(biāo)準(zhǔn)( 名稱(chēng)、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo) )部分 /協(xié)(

4、數(shù)量、質(zhì)量 )助）戰(zhàn)略層面戰(zhàn)術(shù)層面? To identify performance problems andrecommend actions for improvement? To proactively monitor Travel Consultantsales and service performances andfeedback to respective teamleader/managers in accordance to pre-setguidelines.?KPIs for? To recommend and consistently review KPIquality

5、業(yè)and service metrics in order to ensure itsassuranceappropriateness and align with business?Internal務(wù)objectives.customer類(lèi)All操作層面satisfaction? To work with others departments for programplanning and launch, identification of any?Externalprocess flaws and ensure thecustomerNon-value-added process being eliminatedsatisfaction? To proactively seek feedback to facilitate?Staff attritionimprovement in sales, service, operationefficiency and customer satisfactions?To monitor process performance andrecommend actions to im