職位描述QualityAssuranceConsultant

1、職位描述文件職位識別信息職位名稱Quality Assurance Consultant所屬部門Con tact Cen ter職位編號所在城市SZ工作地點出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年7月15日工作網(wǎng)絡(luò)關(guān)系直接上級職位Manager, Quality Assurance匯報職位直接下級職位Travel Consultant人員 管理 權(quán)限薪酬無建議權(quán)決定權(quán)直接下級人數(shù)績效無建議權(quán)決定權(quán)直接管轄團隊配 備無建議權(quán)決定權(quán)業(yè)務(wù)指導職位對職位產(chǎn)生影 響的外部機構(gòu)酒店、航空公司、電信運營 商、公司客戶受到職位影 響的外部機 構(gòu)酒店、航空公司、電信運營 商、公司客戶任職資格教育程

2、度Graduate專業(yè)方向operation research, statistic or mathematics工作經(jīng)驗? 2 year or above in CustomerCare or Call CentreOperation experience行業(yè)經(jīng)驗培訓經(jīng)歷核心能力?客戶導向 ?精誠協(xié)作 ?積極進取 ?立足創(chuàng)新 ?求真務(wù)實 ?敬業(yè)誠信通用能力?組織認知?個人管理?績效導向?可靠性? 口頭溝通?書面溝通?人際交往?談判能力?領(lǐng)導力?團隊管理?員工管理?分析/解決問題?方案能力專業(yè)能力?客戶效勞 ?業(yè)務(wù)知識 ?系統(tǒng)運用?銷售技巧 ?效率導向 ?質(zhì)量導向?投訴處理 ?知識管理職位目的

3、與職責職位目的存在 的理由，限制和 目標To assist in building and maintaining structural and scientific quality assurance system to support efficient operations of the con tact cen ter as well as various bus in ess lines of the compa ny as whole.職責范圍名稱、定義、該職責所要到達的結(jié)果/目標責任級別全部/ 局部/協(xié) 助衡量標準數(shù)量、質(zhì)量業(yè) 務(wù) 類戰(zhàn)略層面戰(zhàn)術(shù)層面操作層面? To identi

4、fy 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 ensure

5、 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, operation

6、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管理

7、類第3頁，共 4頁內(nèi)部文檔，注意保密 還有一大批隱藏技能你不知道。掌握他們，你將開啟新世界的大門。Tab+Enter,在編過號以后，會自動編號段落Ctrl + D 調(diào)出字體欄，配合 Tab+Enter 全鍵盤操作吧Ctrl + L 左對齊， Ctrl + R 右對齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關(guān)于替換，里面又大有學問！有時候Word文檔中有許多多余的空行需要刪除，這個時候我們可以完全可以用查找替換來輕松解決。翻開 編輯菜單中的 替換對話框，把光標定位在 查找內(nèi)容輸入框中，單擊 高級按鈕，選擇 特 殊字符中的段落標記兩次，在輸入框中會顯示“ "PAP'，然后在替換為輸入框中用上