质量技术部岗位说明书汇编23.doc

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1、5/5质量保证经理职位描述文件职位识不信息职位名称Manager,QualityAssurance所属部门ContactCenter职位编号所在都市工作地点出差要求□无□间或□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.CustomerCareOfficer&CustomerRetentionOfficer人员治理权限薪酬□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5/5业务指导职位Sr.VP,ContactCenter;Ge

2、neralManagersofotherdepartments对职位产生阻碍的外部机构受到职位阻碍的外部机构任职资格教育程度Graduate专业方向Businessorstatisticsrelated工作经验•5yearsoraboveinContactCentreOperationinwhich2yearsshouldbeinmanagerialorseniorsupervisoryrole行业经验培训经历治理技能•Control•Planning•Delegation•Coordination专业技能•QualityAssurance

3、managementinforeignMNCcontactcentre通用技能•Communication•Leadershipandpeoplemanagement职位目的与职责5/5职位目的（存在的理由，限制和目标）Tomanagethequalityassurancesectionstosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级不（全部/

4、部分/协助）衡量标准(数量、质量)5/5Operationallevel•Toformulatecustomercommunicationandretentionstrategyastoeffectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.•TocollaboratewithQualityAssuranceTeaminordertoaccurateforeseentheeverchangingcustomersrequirementsandgiv

5、eadviceonexternalsalesandservicepoliciesrs•Toleadateaminconstantlyreviewcustomerfeedbackandimproveinternalprocesseffectiveness•Toeffectivelymanageandresolvecustomercomplaintsfrominternalandexternalchannels•Toleadandmotivateteams,monitorperformanceandworkwithbuddyteamstocon

6、tinuouslyimproveworkprocess,policiesandprocedures.•Toinitiateandleadanychangesthroughprojects•Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment.•Toplanandforeseenanypotentialbusinessandoperationrisks,initiatefo

7、rwardactiontoprotectcompanyinterest.•ToplanandimplementcontinuousimprovementmechanismsuchasCOPCjointlytogetherwithTravelAcademy•All•KPIsforresourcesallocation•Internalcustomersatisfaction•Externalcustomersatisfaction•Staffattrition5/55/5