苏州招聘

职位描述：
Position Responsibilities:

1.Complaint Process control: To take the ownership to improve complaint handling process and keep good communication with operation department and suggest on the corrective action plan on the frequent or serious problems to operation department.
2.Develop a total quality management mechanism and oversee the implementation of the quality control procedures and policies to ensure conformity with legal and corporate specifications and standards.
3.Drive the operation team to meet the client requirements with the agreed KPIs and SLA standard
4.Responsible for the development, implementation, and continuous improvement of process effectiveness and efficiency of operation.
5.Process monitoring: Make sure every control action can be supported by a clear and standard process map as well as related document.
6.Design systematic quality process list and support documentation to cover all ops teams 7.Calibration: Evaluate and calibrate the call records to keep the result in qualified.
8.Lead Departmental and cross Departmental Improvement Projects
9.To define the criteria and implement the quality control action plans on the service provided by suppliers
10.Collect, analyze and report quality data/situation as required
11.Developing the company's Quality Program, including, policies, objectives, procedures, and appraisals.
12.Development of a Continuous Improvement Program that assesses the health of operation and identifies and tracks improvements
13.Work closely with other department to establish standard working procedures on quality related problems.

Education & Experience

1. Bachelor or above
2.Minimum 5 years working experience in the relevant call center 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.roficient in office software, especially in Word, Excel and PowerPoint
10.High attention to details


请将简历发送至以下邮箱：anita.cui@axa-assistance.com.cn并在主题中写明应聘职位 举报 分享

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