职位描述质量保证顾问.docx

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1、精品文档，值得拥有职位描述文件职位识别信息职位名称QualityAssuranceConsultant所属部门ContactCenter职位编号所在城市SZ工作地点ContactCenter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Manager,QualityAssurance汇报职位直接下级职位TravelConsultant薪□无□建议权□决定权酬人员直接下级人数绩□无□建议权□决定权管理效权限直接管辖团队配□无□建议权□决定权备业务指导职位Sr.VP,ContactCenter;GeneralManagersofotherde

2、partments对职位产生影受到职位影响的外部机响的外部机构构任职资格教育程度Graduate专业方向operationresearch,statisticormathematics?2yearoraboveinCustomer工作经验CareorCallCentre行业经验Operationexperience?Control培训经历管理技能?Planning?Delegation?Coordination?Communication专业技能?qualityassurance通用技能?Leadershipandpeoplemanagement职位目的与职责职位目的（存在的理由，限制和

3、目标）Toassistinbuildingandmaintainingstructuralandscientificqualityassurancesystemtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.责任级别职责范围（全部/衡量标准(名称、定义、该职责所要达到的结果/目标)部分/协(数量、质量)助）1/2精品文档，值得拥有业Operational务level类?Toidentifyperformanceproblemsandrecomm

4、endactionsforimprovement?ToproactivelymonitorTravelConsultantsalesandserviceperformancesandfeedbacktorespectiveteamleader/managersinaccordancetopre-setguidelines.?TorecommendandconsistentlyreviewKPI?KPIsforqualityandservicemetricsinordertoensureitsassuranceappropriatenessandalignwithbusiness?Inte

5、rnalcustomerobjectives.Allsatisfaction?ToworkwithothersdepartmentsforprogramExternal?planningandlaunch,identificationofanycustomerprocessflawsandensurethesatisfactionNon-value-addedprocessbeingeliminated?Staffattrition?Toproactivelyseekfeedbacktofacilitateimprovementinsales,service,operationeffic

6、iencyandcustomersatisfactions?Tomonitorprocessperformanceandrecommendactionstoimproveprocesseffectivenessandefficiencyviarigorousdataanalysisandregularreports2/2