1、Quality Assurance Consultant职位描述文件职位识别信息职位名称Quality Assurance Consultant所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Manager, Quality Assurance汇报职位直接下级职位Travel Consultant薪无 建议权 决定权酬人员直接下级人数绩无 建议权 决定权管理效权限直接管辖团队配无 建议权 决定权备业务指导职位对职位产生影酒店、航空公司、电信运营受到职位影响的外部机响的外部机构商、公司客户构任职资格教育程度Gradu
2、ate专业方向? 2 year or above in Customer工作经验Care or Call Centre行业经验Operation experience培训经历核心能力? 组织认知? 个人管理? 绩效导向? 可靠性? 口头沟通? 书面沟通通用能力? 人际交往专业能力? 谈判能力? 领导力? 团队管理? 员工管理? 分析 /解决问题? 计划能力酒店、航空公司、 电信运营商、公司客户operation research, statistic ormathematics? 客户导向? 精诚协作? 积极进取? 立足创新? 求真务实? 敬业诚信? 客户服务? 业务知识? 系统运用? 销售技
3、巧? 效率导向? 质量导向? 投诉处理? 知识管理职位目的与职责职位目的 （存在的理由， 限制和目标）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.责任级别职责范围（全部 /衡量标准( 名称、定义、该职责所要达到的结果/目标 )部分 /协(
4、数量、质量 )助）战略层面战术层面? 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、业and service metrics in order to ensure itsassuranceappropriateness and align with business?Internal务objectives.customer类All操作层面satisfaction? To work with others departments for programplanning and launch, identification of any?Externalprocess flaws and ensure thecustomerNon-value-added process bein
6、g eliminatedsatisfaction? To proactively seek feedback to facilitate?Staff attritionimprovement in sales, service, operationefficiency and customer satisfactions?To monitor process performance andrecommend actions to improve processeffectiveness and efficiency via rigorous dataanalysis and regular reports管理类
