质理督导
广州电盈综合客户服务技术发展有限公司重庆分公司
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：通信/电信运营、增值服务
职位信息
- 发布日期：2014-08-18
- 工作地点：重庆-渝北区
- 招聘人数：4
- 工作经验：3-4年
- 学历要求：本科
- 职位月薪：面议
- 职位类别：其他
职位描述
Purpose of the Job and Objectives:
This position is designed to manage quality level across whole site, which includes transaction monitoring, end-user satisfaction and so on. Work with training department to assist design training plan to improve skill level. Strong analysis skill to positively find any training/coaching opportunities.
负责整个项目坐席人员工作质量，如录音监控，客户满意度等。与培训部密切配合以制定培训计划，提高坐席工作技巧。良好的分析能力，及时找到培训需求及机会
Main Duties, Responsibilities and Deliverables:
Be in charge of quality assurance of whole team. 负责团队服务质量
Analyze and design improvement plan for all KPIs.. 分析及制作KPI提高计划
Perform transaction monitoring and customer satisfaction analysis 监控录音，及客户满意度分析
Any other quality-related duties as assigned 完成领导交代的其他质检任务
Competencies:
University degree or above; Major in Computer Engineering or Communication Engineering; holding the computer relevant certification is preferable (MCSE / CCNA / CCNP); 本科及以上，计算机工程或通讯工程专业；有电脑运用相关证书者优先
2+ years of solid working experience; at least +1 year call center management/training working experience is preferred. 2年工作经验，1年呼叫中心管理或培训经验者优先
Be familiar with quality assurance methodology and approach. 熟练掌握质检监控软件及方法
Be familiar with transaction monitoring approach and customer satisfaction. 熟练掌握录音监控方法及客服服务满意度分析
Fluent in English, especially in reading and writing 流利的英文阅读和写作能力
Well analysis skill. 良好的分析能力
Good team work ability as well . 良好的团队合作能力
进行公司购买五险一金，工作地点：重庆渝北区凤凰座（地铁6号线光电园站旁）
This position is designed to manage quality level across whole site, which includes transaction monitoring, end-user satisfaction and so on. Work with training department to assist design training plan to improve skill level. Strong analysis skill to positively find any training/coaching opportunities.
负责整个项目坐席人员工作质量，如录音监控，客户满意度等。与培训部密切配合以制定培训计划，提高坐席工作技巧。良好的分析能力，及时找到培训需求及机会
Main Duties, Responsibilities and Deliverables:
Be in charge of quality assurance of whole team. 负责团队服务质量
Analyze and design improvement plan for all KPIs.. 分析及制作KPI提高计划
Perform transaction monitoring and customer satisfaction analysis 监控录音，及客户满意度分析
Any other quality-related duties as assigned 完成领导交代的其他质检任务
Competencies:
University degree or above; Major in Computer Engineering or Communication Engineering; holding the computer relevant certification is preferable (MCSE / CCNA / CCNP); 本科及以上，计算机工程或通讯工程专业；有电脑运用相关证书者优先
2+ years of solid working experience; at least +1 year call center management/training working experience is preferred. 2年工作经验，1年呼叫中心管理或培训经验者优先
Be familiar with quality assurance methodology and approach. 熟练掌握质检监控软件及方法
Be familiar with transaction monitoring approach and customer satisfaction. 熟练掌握录音监控方法及客服服务满意度分析
Fluent in English, especially in reading and writing 流利的英文阅读和写作能力
Well analysis skill. 良好的分析能力
Good team work ability as well . 良好的团队合作能力
进行公司购买五险一金，工作地点：重庆渝北区凤凰座（地铁6号线光电园站旁）
公司介绍
电讯盈科是由主席兼行政总裁李泽楷[1]创立的盈科数码动力有限公司，与香港电讯有限公司于二零零一年八月合并而成，在香港联交所（香港联交所上市代号：0008）上市，并在纽约证券交易所（纽约证券交易所：PCW）以美国预托证券形式上市。合并后的电讯盈科，已由一家以技术为主的电信公司，转型为一家以客为尊的综合通信服务供应商；现时在全球聘用员工一万三千五百多名。