Manager, Quality Assurance岗位说明书.pdf

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1、Manager,Quality AssuranceManager,Quality Assurance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Graduate5 years or above in ContactCentre Operation in which 2Manager,Quality Assurance所属部门Contact Center无偶然经常常驻V1.0所在都市出差要求生效日期Sr.VP,opera

2、tionSr.Customer Care Officer&Customer Retention Officer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8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电信运营商、公司客户专业方向Business or statisticsrelated工作体会years should be inmanagerial or seniorsupervisory role行业体会培训经历核心能力 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

3、往 谈判能力 领导力 团队治理 职员治理 分析/解决问题 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 manage thequalityassurancesections to support efficientoperations of the contact center as well as various business lines ofthe company as a whole.责任级别全部/部分/协助职责范畴(名称、定义、该职责所要达到的结果/目标)衡量标准(数

4、量、质量)战略层面业务战术层面类 To formulate customer communicationand retention strategy as to effectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.To collaborate with Quality AssuranceTeam in order to accurate foreseen Alltheeverchangingcustomersrequirementsandgiveadviceonexternal sales and

5、 service policies rs To lead a team in constantly reviewcustomerfeedbackandimproveinternal process effectiveness KPIsforresourcesallocation Internalcustomersatisfaction Externalcustomersatisfaction Staff attrition操作层面治理类 To effectively manage and resolvecustomer complaints from internal andexternal

6、channels To lead and motivate teams,monitorperformance and work with buddyteams to continuously improve workprocess,policies and procedures.To initiate and lead any changesthrough projects To retain grow and develop competentteam members in order to cope withfuturebusinessexpansionandindividual care

7、er development.To plan and foreseen any potentialbusiness and operation risks,initiateforward action to protect companyinterest.To plan and implement continuousimprovementmechanismsuchasCOPCjointly togetherwithTravelAcademy 参与下属职员的聘请、任免、考核、晋升和调配，以建立、领导及鼓舞高效团队 负责部门日常工作治理，监督检查本部门人员遵章守纪及工作落实情形 解决部门内工作和谐和人员沟通，营造良好工作氛围 KPIsforresourcesallocation Internalcustomersatisfaction Externalcustomersatisfaction Staff attrition All全部部分内部中意度新职员试用期流失率