质量保证经理岗位说明书.docx

质量保证经理职位描述文件
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□偶尔□经常□常驻
版本号
V1.0
生效日期

工作网络关系
直接上级职位
Sr. VP, operation
汇报职位

直接下级职位
Sr. Customer Care Officer & Customer Retention Officer
人员管理权限
薪酬
□无□建议权 □决定权
直接下级人数

绩效
□无 □建议权 □决定权
直接管辖团队

配备
□无 □建议权 □决定权
业务指导职位
Sr. VP, Contact Center; General Managers of other departments
对职位产生影响的外部机构

受到职位影响的外部机构

任职资格
教育程度
Graduate
专业方向
Business or statistics related
工作经验
• 5 years or above in Contact Centre Operation in which 2 years should be in managerial or senior supervisory role
行业经验

培训经历

管理技能
• Control
• Planning
• Delegation
• Coordination
专业技能
• Quality Assurance management in foreign MNC contact centre
通用技能

• Communication
• Leadership and people management

职位目的与职责
职位目的（存在的理由，限制和目标）
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、该职责所要达到的结果/目标)
责任级别
（全部/部分/协助）
衡量标准
(数量、质量)

Operational level
• To formulate customer 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 policies rs
• To lead a team in constantly review customer feedback and improve internal process effectiveness
• To effectively manage and resolve customer complaints from internal and external channels
• 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 individual 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