职位描述质量保证经理

1、职位描述文件职位识别信息职位名称Man ager. Quality Assura nee所属部门Con tact Cen ter职位编号所在城市SZ工作地点Con tact Cen ter出差要求无偶尔经常常驻版本号V1.0生效日期2005年6月15日工作网络关系直接上级职位Sr. VP, operati on汇报职位直接下级职位Sr. Customer Care Officer &Customer Rete nti on 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, Con tact Cen

2、ter; Gen eral Man agers of other departme nts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Busin ess or statistics related工作经验? 5 years or above inCon tact Cen tre Operati on in which 2 years should be in man agerial or senior supervisory role行业经验培训经历管理技能? Control? Planning? Delegation? Coordination

3、专业技能? Quality Assuranee man ageme nt in foreig n MNC con tact cen tre通用技能? Communication? Leadership and people man ageme nt职位目的与职责职位目的存在 的理由，限制和 目标To man age the quality assura nee sect ions to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of the compa n

4、y as a whole.职责范围名称、定义、该职责所要到达的结果/目标责任 级别全 部/部 分/协 助衡量标准数量、质量Operati onal level? To formulate customer com muni cati on and rete nti on strategy as to effectively allocate resources and achieve revenue and customer satisfacti on target.? To collaborate with Quality Assuranee Team in order to accurat

5、e foresee n the ever cha nging customers requireme nts and give advice on exter nal sales and service policies rs? To lead a team in constantly review customer feedback and improve in ternal process effect iven ess? To effectively man age and resolve customer complai nts from in ternal and exter nal

6、 cha nn els? To lead and motivate teams, monitor performa nee and work with buddy teams to continu ously improve work process, policies and procedures.? To initiate and lead any changes through projects? To reta in grow and develop compete nt team members in order to cope with future bus in ess expa

7、 nsion and in dividual career developme nt.? To plan and foreseen any potential bus in ess and operati on risks, in itiate forward action to protect compa ny in terest.? To plan and implement continuous improveme nt mecha nism such as COPC join tly together with Travel Academy?All? KPIs for resource

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