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1、Manager, Quality Assurance职位描绘职位识别信息职位名称Manager, Quality Assurance所属部门Contact Center职位编号所在城市工作地点出差要求无偶然经常常驻版本号V1.0生效日期工作网络关系直截了当上级职位Sr. VP, operation汇报职位直截了当下级职位Sr. Customer Care Officer Customer Retention Officer人员治理权限薪酬无 建议权 决定权直截了当下级人数8绩效无 建议权 决定权直截了当收辖团队装备无 建议权 决定权业务指导职位对职位产生妨碍的外部机构电信运营商、公司客户遭到职
2、位妨碍的外部机构电信运营商、公司客户任职资历教育程度Graduate专业方向Business or statistics related工作经历5 years or above in Contact Centre Operation in which 2 years should be in managerial or senior supervisory role 行业经历培训经历核心才能 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用才能 组织认知 个人治理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 会谈才能 领导力 团队治理 员工治理 分析/处理咨询题 计划才能专业
3、才能 客户效劳 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识治理职位目的与职责职位目的（存在的理由，限制和目的）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.职责范围(名称、定义、该职责所要到达的结果/目的)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面 To formulate cust
4、omer 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 policie
5、s rs 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操作层面 To effectively manage and resolve customer complaints from internal and external c
6、hannels 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 ind
7、ividual 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 治理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及鼓励高效团队 负责部门日常工作治理，监视检查本部门人员遵章守纪及工作落实情况 处理部门内工作协调和人员沟通，营建良好工作气氛全部部分内部满意度新员工试用期流失率