職位描述質(zhì)量保證顧問

1、職位描述文件職位識別信息職位名稱Quality Assurance Consultant所屬部門Con tact Cen ter職位編號所在城市SZ工作地點Con tact Cen ter出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年6月15日工作網(wǎng)絡(luò)關(guān)系直接上級職位Manager, Quality Assurance匯報職位直接下級職位Travel Consultant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)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Sr. VP, Con tact Cen ter; Gen eral Man agers of other d

2、epartme nts對職位產(chǎn)生影 響的外部機構(gòu)受到職位影 響的外部機 構(gòu)任職資格教育程度Graduate專業(yè)方向operation research, statistic or mathematics工作經(jīng)驗? 2 year or above in CustomerCare or Call CentreOperation experience行業(yè)經(jīng)驗培訓(xùn)經(jīng)歷管理技能? Control? Planning? Delegation? Coordination專業(yè)技能? quality assurance通用技能? Communication? Leadership and people man

3、ageme nt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 buildi ng and main tai ning structural and scie ntific quality assura nee system to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of the compa ny as a whole.職責(zé)范圍名稱、定義、該職責(zé)所要到達的結(jié)果/目標(biāo)責(zé)任級別全部/ 局部/協(xié) 助衡量標(biāo)準(zhǔn)數(shù)量、質(zhì)量業(yè) 務(wù) 類Op

4、eratio nal level? To identify performance problems and recommend actions for improvement? To proactively monitor Travel Consultant sales and service performances and feedback to respective team leader/managers in accordance to pre-set guidelines.? To recommend and consistently review KPI and service

5、 metrics in order to ensure its appropriateness and align with business objectives.? To work with others departments for program planning and launch, identification of any process flaws and ensure the Non-value-added process being eliminated? To proactively seek feedback to facilitate improvement in

6、 sales, service, operation efficiency and customer satisfactions? To monitor process performance and recommend actions to improve process effectiveness and efficiency via rigorous data analysis and regular reportsAll? KPIs for qualityassurance? Internal customer satisfacti on? External customer sati

7、sfacti on? Staff attrition第3頁，共 4頁內(nèi)部文檔，注意保密 還有一大批隱藏技能你不知道。掌握他們，你將開啟新世界的大門。Tab+Enter,在編過號以后，會自動編號段落Ctrl + D 調(diào)出字體欄，配合 Tab+Enter 全鍵盤操作吧Ctrl + L 左對齊， Ctrl + R 右對齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關(guān)于替換，里面又大有學(xué)問！有時候Word文檔中有許多多余的空行需要刪除，這個時候我們可以完全可以用查找替換來輕松解決。翻開 編輯菜單中的 替換對話框，把光標(biāo)定位在 查找內(nèi)容輸入框中，單擊 高級按鈕，選擇 特 殊字符中的段落標(biāo)記兩次，在輸入框中會顯示“ "PAP'，然后在替換為輸入框中