广州招聘

POSITION PURPOSE
The Quality Assurance (QA) is responsible for monitoring associates on pre-determined behaviors, reporting on those behaviors and facilitating calibration sessions at site level. A key success factor for these individuals is to drive customer experiences at all levels primarily for Sheraton Macao and, if need be, for Guangzhou CCC

KEY ACCOUNTABILITIES

·Monitor all interactions and view associated screen captures of an associate's call and score evaluations in Starwood approved Quality Monitoring system
·Monthly goal pre-determined by the Assistant Manager, Training & Quality Assurance
·Facilitate successful calibration sessions with Operations Managers, Supervisors and Team Leaders on an agreed schedule
·Understand each of the key CCC metrics - including the goals, the method of measurement and the impact to the overall operation
·Effectively use all available technology and resources to gather data to be used for effective feedback and coaching sessions by Operations
·Provide coaching feedback to Supervisors and Team Leader to enable them to render coaching to associates either immediately or when necessary
·Able to loop back any coaching opportunities and provide feedback to training to help them in closing gaps
·Be kept updated and relevant on hotel information
·Ready to provide recommendations for all system and process improvements including service delivery improvements
·Communicate to Assistant Manager, Training & Quality Assurance on any additional training needs as it relates to the QA individual job performance
·Other duties as assigned by our Assistant Manager, Training & Quality Assurance
·When necessary, assist to evaluate calls for Guangzhou CCC associates

REQUIREMENTS

·Diploma and above in any discipline
·Minimum of 1 year in customer contact center focused on sales and customer service or in a similar role
·Exceptional human relations skills
·Possess a positive and "Can do" attitude
·A team player
·Highly organized with the ability to prioritize in a rapidly changing environment
·Strong verbal and written communication skills in English and Mandarin. An asset to be able to understand other languages/dialects
·Proficient in Microsoft Excel, Word and Power point

万豪国际集团在全球 110+个国家拥有 30 个著名酒店品牌,酒店数量超过5,700 家，且还在继续发展壮大。作为世界知名的品牌，旗下拥有瑞吉、万豪，丽思卡尔顿，豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿,Tribute Portfolio等。

    万豪国际大中华客户服务中心—广州海航大厦(Guangzhou Customer Engagement Center简称广州CEC）为万豪国际集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——万豪国际在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大万豪国际集团的市场份额。

了解更多职业发展信息，请点击http://www.careers.marriott.com.cn/ ，期待您的加入！