AssistantManager崗位說明書匯編21

1、Quality Assurance Consultant職位描述文件職位識別信息職位名稱Quality Assurance Consultant所屬部門Contact Center職位編號所在城市工作地點出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期工作網(wǎng)絡關(guān)系直接上級職位Manager, Quality Assurance匯報職位直接下級職位Travel Consultant薪無 建議權(quán) 決定權(quán)酬人員直接下級人數(shù)績無 建議權(quán) 決定權(quán)管理效權(quán)限直接管轄團隊配無 建議權(quán) 決定權(quán)備業(yè)務指導職位對職位產(chǎn)生影酒店、航空公司、電信運營受到職位影響的外部機響的外部機構(gòu)商、公司客戶構(gòu)任職資格教育程度Gradu

2、ate專業(yè)方向? 2 year or above in Customer工作經(jīng)驗Care or Call Centre行業(yè)經(jīng)驗Operation experience培訓經(jīng)歷核心能力? 組織認知? 個人管理? 績效導向? 可靠性? 口頭溝通? 書面溝通通用能力? 人際交往專業(yè)能力? 談判能力? 領導力? 團隊管理? 員工管理? 分析 /解決問題? 計劃能力酒店、航空公司、 電信運營商、公司客戶operation research, statistic ormathematics? 客戶導向? 精誠協(xié)作? 積極進取? 立足創(chuàng)新? 求真務實? 敬業(yè)誠信? 客戶服務? 業(yè)務知識? 系統(tǒng)運用? 銷售技

3、巧? 效率導向? 質(zhì)量導向? 投訴處理? 知識管理職位目的與職責職位目的 （存在的理由， 限制和目標）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.責任級別職責范圍（全部 /衡量標準( 名稱、定義、該職責所要達到的結(jié)果/目標 )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objectives.customer類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