Manager,QualityAssurance崗位說明書

1、Manager, Quality Assurance職位描述職位識別信息職位名稱Manager, Quality Assurance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(luò)關(guān)系直接上級職位Sr. VP, operation匯報職位直接下級職位Sr. Customer Care Officer & Customer Retention Officer人員管理權(quán)限薪酬無 建議權(quán) 決定權(quán)直接下級人數(shù)8績效無 建議權(quán) 決定權(quán)直接管轄團隊配備無 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對職位產(chǎn)生影響的外部機構(gòu)電信運營商、公司客戶受到職位影

2、響的外部機構(gòu)電信運營商、公司客戶任職資格教育程度Graduate專業(yè)方向Business or statistics related工作經(jīng)驗5 years or above in Contact Centre Operation in which 2 years should be in managerial or senior supervisory role 行業(yè)經(jīng)驗培訓(xùn)經(jīng)歷核心能力 客戶導(dǎo)向 精誠協(xié)作 積極進取 立足創(chuàng)新 求真務(wù)實 敬業(yè)誠信通用能力 組織認知 個人管理 績效導(dǎo)向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領(lǐng)導(dǎo)力 團隊管理 員工管理 分析/解決問題 計劃能力專業(yè)能力

3、客戶服務(wù) 業(yè)務(wù)知識 系統(tǒng)運用 銷售技巧 效率導(dǎo)向 質(zhì)量導(dǎo)向 投訴處理 知識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 manage the quality assurance sections to support efficient operations of the contact center as well as various business lines of the company as a whole.職責(zé)范圍(名稱、定義、該職責(zé)所要達到的結(jié)果/目標(biāo))責(zé)任級別（全部/部分/協(xié)助）衡量標(biāo)準(數(shù)量、質(zhì)量)業(yè)務(wù)類戰(zhàn)略層面戰(zhàn)術(shù)層面 To formulate custome

4、r communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. To collaborate with Quality Assurance Team in order to accurate foreseen the ever changing customers requirements and give advice on external sales and service policies r

5、s To lead a team in constantly review customer feedback and improve internal process effectiveness All KPIs for resources allocation Internal customer satisfaction External customer satisfaction Staff attrition操作層面 To effectively manage and resolve customer complaints from internal and external chan

6、nels To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures. To initiate and lead any changes through projects To retain grow and develop competent team members in order to cope with future business expansion and indivi

7、dual career development. To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest. To plan and implement continuous improvement mechanism such as COPC jointly together with Travel Academy All KPIs for resources allocation Internal customer satisfaction External customer satisfaction Staff attrition