Quality and Training Specialist (粤语要流利)
北京元卓科技有限公司
- 公司规模：50-150人
- 公司性质：民营公司
- 公司行业：互联网/电子商务 影视/媒体/艺术/文化传播
职位信息
- 发布日期：2017-07-31
- 工作地点：北京
- 招聘人数：1人
- 工作经验：3-4年经验
- 学历要求：本科
- 职位月薪：1-1.5万/月
- 职位类别：客服经理 培训讲师
职位描述
职位描述：
职位描述：
1. Position Summary:
To implement quality control in operation and provide training & coaching to the customer service teams in HK & Beijing who are supporting the service hotline for the travel and assistance programs including both Cantonese and Mandarin speaking CS teams.
2. Quality Control:
a). Implement operation quality control and audit process under the direction of the manager of Quality and Training
b). Develop knowledge database for operations in travel and assistance programs.
c). Support and manage the escalation of complaint handling and case analysis.
3. Operation Support:
a). As a back-up for CS team when needed in order to keep operation running smoothly.
4. Training & Coaching :
a). Deliver training to the customer service teams in HK & Beijing for travel and assistance programs. Review, modify and maintain the operation programs and policy manuals according to its SLA standard. Furthermore, to develop operation manual for new launched programs.
b). Establish and manage the post-assessment process and monitor the effectiveness of operations including call audits for the quality of inbound and outbound calls, problem-solving and improvements.
c). Provide coaching to the current Customer Service team for case handling.
岗位要求：
1，白话流利，2，操作过服务香港人的项目，熟悉香港的人文文化，3，熟悉呼叫中心流程，4，有呼叫中心QC或培训工作优先考虑，具体如下：
1. Bachelor of financial, insurance and associated major preferred.
2. Min. 4-5 years of experience in call center operation preferably from insurance and banking industry.
3. Experience in serving customers in Hong Kong.
4. Familiar with In & Out-bound operation process for travel and assistance programs. Good training skill with strong influencing skill.
5. Ability to establish and maintain operation training program in according to SLA standard.
6. Demonstrated ability to work in a matrix environment.
7. Knowledge of organization and interpersonal and communication skill.
8. Excellent language abilities in Cantonese, Putonghua and English in speaking and writing. Strong computer skill including Microsoft Office applications.
9. Occasional travelling is required.
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职位描述：
1. Position Summary:
To implement quality control in operation and provide training & coaching to the customer service teams in HK & Beijing who are supporting the service hotline for the travel and assistance programs including both Cantonese and Mandarin speaking CS teams.
2. Quality Control:
a). Implement operation quality control and audit process under the direction of the manager of Quality and Training
b). Develop knowledge database for operations in travel and assistance programs.
c). Support and manage the escalation of complaint handling and case analysis.
3. Operation Support:
a). As a back-up for CS team when needed in order to keep operation running smoothly.
4. Training & Coaching :
a). Deliver training to the customer service teams in HK & Beijing for travel and assistance programs. Review, modify and maintain the operation programs and policy manuals according to its SLA standard. Furthermore, to develop operation manual for new launched programs.
b). Establish and manage the post-assessment process and monitor the effectiveness of operations including call audits for the quality of inbound and outbound calls, problem-solving and improvements.
c). Provide coaching to the current Customer Service team for case handling.
岗位要求：
1，白话流利，2，操作过服务香港人的项目，熟悉香港的人文文化，3，熟悉呼叫中心流程，4，有呼叫中心QC或培训工作优先考虑，具体如下：
1. Bachelor of financial, insurance and associated major preferred.
2. Min. 4-5 years of experience in call center operation preferably from insurance and banking industry.
3. Experience in serving customers in Hong Kong.
4. Familiar with In & Out-bound operation process for travel and assistance programs. Good training skill with strong influencing skill.
5. Ability to establish and maintain operation training program in according to SLA standard.
6. Demonstrated ability to work in a matrix environment.
7. Knowledge of organization and interpersonal and communication skill.
8. Excellent language abilities in Cantonese, Putonghua and English in speaking and writing. Strong computer skill including Microsoft Office applications.
9. Occasional travelling is required.
职能类别： 客服经理 培训讲师
关键字： 质量监控 QC 培训
公司介绍
公司总部在北京，高科技公司，业务覆盖互联网金融、移动互联网、电商、互联网影视等多个领域。
公司2016年获得风投后，加速发展，目前拟在全国各主要城市设立办事处，推动相关业务的发展。
公司2017年在广州成立了互联网拼车平台。
公司目前拥有多家关联公司与子公司，诚邀各类英才加盟。
公司2016年获得风投后，加速发展，目前拟在全国各主要城市设立办事处，推动相关业务的发展。
公司2017年在广州成立了互联网拼车平台。
公司目前拥有多家关联公司与子公司，诚邀各类英才加盟。
联系方式
- Email：546691916@qq.com
- 公司地址：上班地址：国外