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1、Quality Assurance ConsultantQuality Assurance Consultant岗位说明书岗位说明书职位识别信息职位识别信息职位名称职位编号工作地点版本号工作网络关系工作网络关系直截了当上级职位直截了当下级职位直截了当下级人数直截了当管辖团队业务指导职位对职位产生阻碍的外部机构任职资格任职资格教育程度Graduate2 year or above in Customer工作体会Care or Call CentreOperation experienceManager,Quality AssuranceTravel ConsultantQuality Assur
2、ance Consultant所属部门所在都市出差要求生效日期Contact Center无偶然经常常驻V1.0汇报职位薪酬无 建议权 决定权无 建议权 决定权无 建议权 决定权酒店、航空公司、电信运营商、公司客户人员绩治理效权限配备受到职位阻碍的外部机构酒店、航空公司、电信运营商、公司客户专业方向operation research,statistic ormathematics行业体会 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信培训经历核心能力通用能力 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 谈判能力 领导力 团队治理 职员治理 分析/解决问题
3、打算能力专业能力 客户服务 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 scientificquality assurance system to support efficient operations of thecontact center as well as various business lines of the company as awhole.责任级别全部/衡量标准部分/协(数量、质量)
4、助职责范畴(名称、定义、该职责所要达到的结果/目标)战略层面战术层面To identify performance problems andrecommend actions for improvementTo proactively monitor Travel Consultantsales and service performances andfeedback to respective teamleader/managers in accordance to pre-setguidelines.KPIs forqualityassuranceInternalcustomersatis
5、factionExternalcustomersatisfactionTo recommend and consistently review KPI业务类操作层面and service metrics in order to ensure itsappropriateness and align with businessobjectives.To work with others departments for programplanning and launch,identification of anyprocess flaws and ensure theNon-value-adde
6、d process being eliminatedAllTo proactively seek feedback to facilitateimprovement in sales,service,operationefficiency and customer satisfactionsStaff attritionTo monitor process performance andrecommend actions to improve processeffectiveness and efficiency via rigorous dataanalysis and regular reports治理类