Quality Program Manager(职位编号：801753)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语精通
普通话精通 - 职位类别：质量管理/测试经理(QA/QC经理)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 801753
Product: (Not Product Specific)
Division: Services & Support
Job Title: Quality Program Manager
Job Description:
Customer Services and Support, Asia Pacific and Greater China Region (APGC CSS) supports customers and partners across Asia Pacific and Greater China Region, comprised of subsidiaries with diverse cultural background, languages and technical need. We provide 24x7 service and support on all Microsoft products via web, phone, email and on-site support. We have 8,300 calls per day, 59 million online visitors and we touch 6,700 IT Pro, 3,400 Partners and 243,000 Consumers. Every year, we have over 130,000 feedback and 27,000 verbatim shared by our customers and partners through our listening systems.
The Business Planning & Operation (BPO) Group in APGC CSS is seeking a Quality Program Manager who shares our same vision to build customer and partner loyalty for a lifetime. This role plays a critical role in addressing the challenges we face by ensuring both the needs and impact on the Customer and Partner Experience (CPE) are understood, integrated, mitigated or minimized through seamless and effective operation of our listening systems and delivering positive CPE impact through the Voice of our Customers and Partners.
Supporting our Customers and Partners to resolve their technical issues, every moment of truth is critical to deliver a positive experience and earn their loyalty. The Quality Program Manager, partners with teams from all line of business in APGC CSS as well as global teams, plays a critical role to make this happens: he/she is expected to act as a trusted advisor to help the team delivering world class customer support experience which includes :
- Responsible for managing customer satisfaction survey operation: proactively identify and fix the issue with survey tools and process; monitor the support quality closely and conduct the root cause analysis with recommendation on improvement plan to the team.
- Represent APGC CSS, collaborate with respective global team to ensure our regional voice is heard, addressed and key requirements are implemented; and engage with other regions to share best practices with goals to increase internal efficiency and deliver the best experience for our customers and partners.
- Support the key projects initiated by regional or global team to ensure a timely deliverable and complementation.
This position is an excellent opportunity for people with strength on data analysis and quality management; you will need proven business analysis and project management skills and the ability to collaborate and build successful positive partnerships with global and regional teams.
Major Responsibilities :
- Drive CPE Target Setting for the team, Regression Analysis and ensuring Correlation between CPE and QoS data
- Metric Monitoring- Reporting and reviewing of specific operational metrics
- Participates in internal and vendor audits of areas to support the Quality Management System
- Process Development and Documentation - Partner with Process team in identifying business process gaps and developing improved processes
- Leverage VOC listening systems insights to identify and resolve customer concerns; use insights in planning and improvement projects and help team to meet the CPE goals.
- Support the key projects that initiated by the regional team to ensure a timely deliverable and implementation
- Manage the end to end customer satisfaction survey operations; identify the issues with survey tools and process and engage with global team for solution; ensure quality execution of any satisfaction surveys
- Represent APGC Region and partner with Global counterparts to implement the survey operational change for the region and ensure our voice is heard and concern is addressed
Competencies:
- Impact and Influence
- Confidence
- Cross-Boundary Collaboration
- Interpersonal Awareness
- Enabling Change
- Analytical Problem Solving
- Dealing with ambiguity
- Planning, organizing and coordinating
- Communication skills
Qualifications:
- Bachelor’s degree in Computer Science, Statistics or MBA is preferred.
- 5+ years of experience working in Quality management role, similar in call center or service industry.
- 2-3 years program/project management experience; PMP / Six Sigma certification is a plus
- Excellent problem solving skills with ability to break issues down, look at them from different perspectives, determine root cause, collect data from various sources and determine a solution which meets or exceeds all Microsoft and the Customer/Partners business needs
- Familiar with statistical analysis using Minitab, Excel etc. and SQL reporting analysis service
- Exceptional written and verbal communication skills including executive communications and presentations in both Chinese (Mandarin) and English
- Proven highly successful cross-group collaboration skills. Are people excited to work with you?
- Extremely well organized, able to manage multiple, complex projects and issues at the same time.
- Demonstrated negotiation and conflict management skills. Able to influence others and drive issues to resolution, even when the person doesn’t report directly to you.
- Proficient in Microsoft Office with ability to discuss experiences using these products
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 801753
Product: (Not Product Specific)
Division: Services & Support
Job Title: Quality Program Manager
Job Description:
Customer Services and Support, Asia Pacific and Greater China Region (APGC CSS) supports customers and partners across Asia Pacific and Greater China Region, comprised of subsidiaries with diverse cultural background, languages and technical need. We provide 24x7 service and support on all Microsoft products via web, phone, email and on-site support. We have 8,300 calls per day, 59 million online visitors and we touch 6,700 IT Pro, 3,400 Partners and 243,000 Consumers. Every year, we have over 130,000 feedback and 27,000 verbatim shared by our customers and partners through our listening systems.
The Business Planning & Operation (BPO) Group in APGC CSS is seeking a Quality Program Manager who shares our same vision to build customer and partner loyalty for a lifetime. This role plays a critical role in addressing the challenges we face by ensuring both the needs and impact on the Customer and Partner Experience (CPE) are understood, integrated, mitigated or minimized through seamless and effective operation of our listening systems and delivering positive CPE impact through the Voice of our Customers and Partners.
Supporting our Customers and Partners to resolve their technical issues, every moment of truth is critical to deliver a positive experience and earn their loyalty. The Quality Program Manager, partners with teams from all line of business in APGC CSS as well as global teams, plays a critical role to make this happens: he/she is expected to act as a trusted advisor to help the team delivering world class customer support experience which includes :
- Responsible for managing customer satisfaction survey operation: proactively identify and fix the issue with survey tools and process; monitor the support quality closely and conduct the root cause analysis with recommendation on improvement plan to the team.
- Represent APGC CSS, collaborate with respective global team to ensure our regional voice is heard, addressed and key requirements are implemented; and engage with other regions to share best practices with goals to increase internal efficiency and deliver the best experience for our customers and partners.
- Support the key projects initiated by regional or global team to ensure a timely deliverable and complementation.
This position is an excellent opportunity for people with strength on data analysis and quality management; you will need proven business analysis and project management skills and the ability to collaborate and build successful positive partnerships with global and regional teams.
Major Responsibilities :
- Drive CPE Target Setting for the team, Regression Analysis and ensuring Correlation between CPE and QoS data
- Metric Monitoring- Reporting and reviewing of specific operational metrics
- Participates in internal and vendor audits of areas to support the Quality Management System
- Process Development and Documentation - Partner with Process team in identifying business process gaps and developing improved processes
- Leverage VOC listening systems insights to identify and resolve customer concerns; use insights in planning and improvement projects and help team to meet the CPE goals.
- Support the key projects that initiated by the regional team to ensure a timely deliverable and implementation
- Manage the end to end customer satisfaction survey operations; identify the issues with survey tools and process and engage with global team for solution; ensure quality execution of any satisfaction surveys
- Represent APGC Region and partner with Global counterparts to implement the survey operational change for the region and ensure our voice is heard and concern is addressed
Competencies:
- Impact and Influence
- Confidence
- Cross-Boundary Collaboration
- Interpersonal Awareness
- Enabling Change
- Analytical Problem Solving
- Dealing with ambiguity
- Planning, organizing and coordinating
- Communication skills
Qualifications:
- Bachelor’s degree in Computer Science, Statistics or MBA is preferred.
- 5+ years of experience working in Quality management role, similar in call center or service industry.
- 2-3 years program/project management experience; PMP / Six Sigma certification is a plus
- Excellent problem solving skills with ability to break issues down, look at them from different perspectives, determine root cause, collect data from various sources and determine a solution which meets or exceeds all Microsoft and the Customer/Partners business needs
- Familiar with statistical analysis using Minitab, Excel etc. and SQL reporting analysis service
- Exceptional written and verbal communication skills including executive communications and presentations in both Chinese (Mandarin) and English
- Proven highly successful cross-group collaboration skills. Are people excited to work with you?
- Extremely well organized, able to manage multiple, complex projects and issues at the same time.
- Demonstrated negotiation and conflict management skills. Able to influence others and drive issues to resolution, even when the person doesn’t report directly to you.
- Proficient in Microsoft Office with ability to discuss experiences using these products
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。