2022年Quality Assurance Consultant岗位说明书.doc

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1、Quality Assurance Consultant职位描绘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Manager, Quality Assurance汇报职位直截了当下级职位Travel Consultant人员治理权限薪酬无 建议权 决定权直截了当下级人数绩效无 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酒店、航空公司、电信运营商、公司客户遭到职位妨碍的外部机构酒店、航空

2、公司、电信运营商、公司客户任职资历教育程度Graduate专业方向operation research, statistic or mathematics工作经历 2 year or above in Customer Care or Call Centre Operation experience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

3、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 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.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操作层面

4、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 metrics in order to

5、 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 sales, service, opera

6、tion 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 治理类