職位描述QualityAssuranceConsultant

1、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)Con tact Cen ter職位編號(hào)所在城市SZ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2005年7月15日工作網(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人員 管理 權(quán)限薪酬無(wú)建議權(quán)決定權(quán)直接下級(jí)人數(shù)績(jī)效無(wú)建議權(quán)決定權(quán)直接管轄團(tuán)隊(duì)配 備無(wú)建議權(quán)決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影 響的外部機(jī)構(gòu)酒店、航空公司、電信運(yùn)營(yíng) 商、公司客戶受到職位影 響的外部機(jī) 構(gòu)酒店、航空公司、電信運(yùn)營(yíng) 商、公司客戶任職資格教育程

2、度Graduate專(zhuān)業(yè)方向operation research, statistic or mathematics工作經(jīng)驗(yàn)? 2 year or above in CustomerCare or Call CentreOperation experience行業(yè)經(jīng)驗(yàn)培訓(xùn)經(jīng)歷核心能力?客戶導(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)信通用能力?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?人際交往?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?方案能力專(zhuān)業(yè)能力?客戶效勞 ?業(yè)務(wù)知識(shí) ?系統(tǒng)運(yùn)用?銷(xiāo)售技巧 ?效率導(dǎo)向 ?質(zhì)量導(dǎo)向?投訴處理 ?知識(shí)管理職位目的

3、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 con tact cen ter as well as various bus in ess lines of the compa ny as whole.職責(zé)范圍名稱(chēng)、定義、該職責(zé)所要到達(dá)的結(jié)果/目標(biāo)責(zé)任級(jí)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(lèi)戰(zhàn)略層面戰(zhàn)術(shù)層面操作層面? To identi

4、fy 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 metrics in order to ensure

5、 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 sales, service, operation

6、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 quality assurance? Internal customer satisfaction? External customer satisfaction? Staff attrition管理

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