上海招聘

职位名称:
呼叫中心质量保障专员

工作职责:
- 每周按照规定的量进行电话监听,通过业务监控来提升客户代表的电话处理技巧,以确保优质的服务及服务的不断改善;
- 运用专业知识,通过监听录音的形式对电话预约人员的话术质量进行监控,并能够协助主管制定QA评价标准;
- 能够及时指出和分析监控过程中所发现的问题和现象,并据此定期向上级提交日/周/月报告;
-收集质量监控中出现的典型案例,为后期员工培训提供素材.

任职资格:
-大专以上学历,
-一年以上的客户服务经验,半年以上QA经验为佳;
-掌握一定的呼叫中心行业知识和座席代表相关知识,对呼叫中心和电话预约部门的运作和流程有一定的了解;
-具有强烈的责任意识,公平意识和团队协作意识;
-判断能力,决策能力,综合分析能力强;
-良好的中英文书面以及语言表达和沟通能力;
- 熟练掌握Office软件并善于用此进行统计分析

Position: CSO Quality Assurance

Job Descriptions:
－ Conducting call monitors as required on a weekly basis, to improve Course Consultants’ telephone skills for quality customer service and to ensure a sustainable high performance.
－ Quality assurance personnel monitor phone calls to make sure Course Consultants are in compliance with the rules and regulations of an organization, and to assist supervisor to establish QA assessment standard.
－ Providing an on-going and detail analysis of problems or issues found on call monitors, and reporting to the line manager on a daily/weekly/monthly basis.
－ Summarizing typical cases as useful materials for staff coaching.

Qualifications:
－ College or above degree, with no less than one-year experience in customer service. More than half a year’s experience in QA is a plus.
－ With basic knowledge of call centre, customer service representatives and department functions.
－ With a strong sense of responsibility, integrity and team-work spirit.
－ Being decisive, strategic and analytical.
－ Good Chinese and English written and oral skills, as well as effective communication skills, are required.
－ Having good command of MS Office and can perform advanced data analysis.


工作条件&福利待遇：
-上海市规定的社保及公积金（五险一金）
-100%报销的商业医疗报销
-做5休2，早10晚7
-每年可享受10天年休假
-免费的英语培训
-工作地点：上海市虹口区东江湾路188号

接收简历邮箱：dennie.xu@ef.com

英爱孚文化交流咨询（上海）有限公司诚聘