上海招聘

工作地点在北京

JOB DESCRIPTION
Position: Training and Quality Assurance Executive
Reports To: Operation Manager
Based in: Beijing
Job Purpose:
The Training and Quality Assurance Executive is responsible to provide trainings to call center coordinators and provide quality control on services delivered by call center as well as service quality of Suppliers according to SLA requirements and company business demands, meanwhile supporting and consolidating the company business in China by the close cooperation with different division of Operations and other department.
Position Responsibilities:
Training
? 1、Develop a clear training schedule with all the necessary sessions
? 2、Develop training materials to be used to support the training sessions
? 3、Deliver training to new staff according to agenda pre defined
? 4、Deliver training to existing staff upon assistance request
? 5、Keep good training record in time and completely, and collect trainees’ feedback on the training
? 6、Develop training course according to requirement from Operation Manager
? 7、Other tasks that will be defined by Operation Manager

Quality Control:
? 1、Drive the operation team to meet the client requirements with the agreed KPIs and SLA standard
? 2、Complaint handling: To take the ownership to follow complaint handling process very strictly and keep good communication with complaint customer and suggest on the corrective action plan on the frequent or serious problems
? 3、Customer Survey: Perform daily customer surveys to ensure surveys goes in time
? 4、Process monitoring: Make sure every control action can be supported by a clear and standard process map as well as related document.
? 5、Design systematic quality process list and support documentation to cover all ops teams
? 6、Calibration: Evaluate and calibrate the call records to keep the result in qualified.
? 7、To define the criteria and implement the quality control action plans on the service provided by suppliers
? 8、Collect, analyze and report quality data/situation as required

Education & Experience
? 1、Bachelor or above
? 2、Minimum 3 years working experience in the relevant call center training or quality control relevant position, multinational company background preferred.

Competencies
? 1、Have good knowledge and skills on SLA standards and quality management
? 2、Well organized, pro-active and willingness to learn;
? 3、Excellent communication, training and presentation skills
? 4、Good command of English and Mandarin (verbal and written);
? 5、Excellent reporting skills, ability to express in a clear and concise way, whether by written or verbally;
? 6、Excellent communication and coordination skills
? 7、Team player
? 8、Critical about problems and existing processes, open-minded, solution oriented
? 9、Proficient in office software, especially in Word, Excel and PowerPoint
? 10、High attention to details

公司属于一家服务型公司。