北京招聘

职位描述：
Sound like something you’re up for?


Currently, we have a vacancy for a Call Center Quality Analyst role in Beijing, This position will participate in the development and maintenance of the quality programs to support ongoing process improvement and customer satisfaction opportunities. This position will be responsible for performing call quality monitoring and leading call calibration sessions with business partners to ensure quality is measured consistently. In addition, the evaluation and presentation of call center quality results, identification of gaps, process improvements, shared best practices and areas of opportunity to enhance the client experience are reported to management on a weekly/monthly basis. Responsibilities include: quality monitoring for all customer interactions (voice and data), customer survey analytics and ensuring data consistency of quality and customer satisfaction data through regular testing and regular quality and customer satisfaction reporting and analysis of results.

Responsibilities:
PROCESS REVIEW AND PROCEDURES:
？ Use quality and customer satisfaction data and/or calls to perform a detailed closed case analysis and/or quality review to identify performance gaps, trends, and areas of opportunities, highlight strengths and/or provide shared best practices.
？ Provide feedback to stakeholders and/or business partners for continuous improvement of policies and/or procedures based on compiled results.

QUALITY AND CUSTOMER SATISFACTION IMPROVEMENT:
？ Define and manage projects with internal and/or external business partners supporting improving quality and customer satisfaction results.
？ Identify and document enhancements to the process, to include improvement opportunities for Call Center customer interactions, training, procedures and/or system enhancements.

DATA MANAGEMENT:
？ Develop and maintain standardized reporting and analysis that will allow BOTS and BOTS Suppliers to take action on findings and recommendations.
？ Perform call quality monitoring, customer survey analysis and ensure data consistency of quality and customer satisfaction through ongoing reporting analysis of results.
？ Use these results to identify opportunities to improve the customer experience.

TEAM MEMBER:
？ Collaborate with call centers, internal staff and other stakeholders to support projects as determined by Customer Service leadership.

Qualifications:
？ Bachelor’s Degree; or equivalent experience required. Advanced degree preferred.
？ A minimum of 5 years call center, customer service team lead, business analyst, customer satisfaction analytics and project management.
？ LEAN Six Sigma preferred.
？ Demonstrated ability to perform data and trending analysis, identify performance gaps, highlight strengths, and provide shared best practices.
？ Demonstrated experience in management level communications and interactions
？ Must be able to work in a fast paced, self-directed, and team-based environment.
？ Ability to handle multiple tasks, strong organizational/follow-up skills required.
？ Ability to work in matrix managed environment
？ Excellent analytical, organizational, communication, facilitation and presentation skills required
？ Demonstrated success in problem solving, team work, adaptability and decision making
？ Strong knowledge of Microsoft applications to include: Outlook, Excel, Word, and PowerPoint.
？ Familiar with Siebel CRM, Oracle CCA, OBIEE reporting, Sharepoint
？ Willingness to Travel.
？ Willing to work a flexible schedule. 举报 分享

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Sound like something you're up for?

At Verizon we believe in embracing the diversity of our global workforce - our employees have different interests, experiences and skills that combine to foster an innovative and enriching culture. We recognise the need to offer flexible and varied working solutions to enable our people to reach their potential and strike the right balance between personal and work life. We leverage our innovative technology and communication solutions to connect us on a global scale, enabling collaborative working.

If you are interested in discussing flexible hours, mobility and alternative working solutions, talk to us; we’ll do our best to accommodate you.


Verizon连接服务拓展全球商机，丰富你我生活

面对当前快速转变的环境，我们致力于设计、构建和运营通信网络、信息系统和移动技术，帮助全球企业和政府机构扩大服务范围、改善应变能力，同时保持运营活力。

首先，我们拥有悠久的创新传统以及业界公认的执行能力，而且我们还有一套完整的技术解决方案，帮助企业寻求新的商机，创建全新收入方式，并且达到前所未有的效率水平。

Verizon: http://www.verizon.com.cn
Verizon Telematics: http://www.verizontelematics.com
Verizon exclusive partnership (Beijing Oriental Services): http://www.chinatelematics.net