上海招聘

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

关于英孚教育
英孚教育成立于1965年，是一家全球教育培训公司，以“教育，让世界无界”为企业使命。英孚在全球各地有诸多学校和办事处，并拥有优质在线英语学习基地Englishlive。英孚主要致力于语言培训、出国留学游学、学位课程和文化交流等项目。英孚还发布了全球英语熟练度报告,该报告打破了地域限制，在全球范围内测试了不同国家成人的英语能力。
 
About EF Education First
Established in 1965 with a mission to open the world through education, EF Education First (EF) is an international education company which focuses on language, academics, and cultural experience. EF has hundreds of schools and offices worldwide and online English learning platform English Live . With long term commitment in China, EF has been selected as the official supplier of language training services for Beijing 2008 Olympics. Since 1988, EF has provided service to Olympic Games for six times, including the PyeongChang 2018 Winter Olympics and the upcoming Tokyo 2020 Olympics. Each year, EF publishes the English Proficiency Index measuring the English ability of adults in countries across the world.