上海招聘

职位描述：
公司简介：
在华美资独资公司：专业致力于汽车行业公共关系服务的美资跨国集团，
在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

英语口语优秀
 
工作地点：
浦东- 秀沿路上南路 (世纪大道地铁站提供班车服务)
 
期待您的加入！
Position Summary:
The Quality Assurance Specialist monitors and evaluates quality of service and output.
Responsibilities
· Drive strategic vision across multiple locations and programs to align and drive a unified customer experience and efficient Quality Assurance process (including sharing best practice across business units
· Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience
· Provide leadership and structure to a high performing Quality team to accomplish service quality objectives
· Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)
· Implement, oversee and maintain the quality management platform (EyeQ360), including ensuring timely system upgrades and enhancement requirements
· Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys
· Make independent operational decisions as necessary to align with department objectives
Education

· Bachelor’s degree or equivalent work experience required
· Six Sigma Black Belt Certification preferred
Experience

· 5+ years’ experience within quality assurance at a client centric service organization
· Proven ability setting quality goals, determining metrics for measuring quality, analyzing and creating recommendations for improvement based on the data
· Minimum of 5 years of relevant work experience in business analysis, process analysis, or similar position
· 5+ years recent experience managing direct reports with staff and proven coaching skills to develop the team including fostering an environment of engagement and inclusion, preferably in a contact center environment
· Working knowledge of quality monitoring and developing quality assurance initiatives
· Experience in business process mapping required
· Experience in Six-Sigma (DMAIC) methodology is an asset
Skills

· Ability to build and foster effective working relationships with senior management, Business Operations, Business Partners, staff and external resources
· Strong, leadership, negotiation and team building skills
· Visionary with long term focus – able to see the end result
· Strong analytical, design and development skills
· Excellent oral, written and interpersonal communication skills
· Strong project management skills
· Savvy with the use of technology, software, and social media applications. 举报 分享

Percepta成立于2000年。总部位于美国，是一个由全球著名客户呼叫服务公司Teletech和福特汽车公司投资的全球性呼叫中心合资企业。专业致力于汽车行业公共关系服务的美资跨国集团，在全球12个国家24个地区(北美区 ,欧洲区, 亚太区)开展战略合作伙伴业务。

Percepta拥有1700名员工，遍布全球十二个国家，如美国，英国，澳大利亚，德国，南非，中国,泰国等。

汽车行业 (福特,大众,捷豹,路虎,林肯,标致等等)
生产
医药
金融服务行业

Percepta China（百塔中国）期待您的加入！

www.percepta.com