Quality Specialist 质检员
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：2015-07-08
- 工作地点：重庆
- 招聘人数：4
- 职位月薪：面议
- 职位类别：售前/售后技术支持主管 咨询热线/呼叫中心服务人员
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
面试合格签订劳动合同并购买五险一金，工作地点：重庆市渝北区凤凰座（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
面试合格签订劳动合同并购买五险一金，工作地点：重庆市渝北区凤凰座（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。