苏州招聘

Support our customers in the improvement of the account's top two strategic quality alignment drivers. This individual will facilitate Quality calibration sessions with Team Leaders; Evaluators; Clients and Training Instructors. This individual will perform analysis of results; participate in problem solving and participate in the development of process improvement initiatives.
Principal Duties and Responsibilities:
Facilitates internal call monitoring, client and CSAT calibration sessions
Completes and delivers Attainment, Calibration, and Variance reporting to Operations, Program Management and Training relative to team and program level results
Audit evaluations completed by Team Leaders and/or Evaluators and provide direct feedback to the Team Leaders and/or Evaluators to ensure scoring accuracy
Subject matter expert for Quality related client interaction on site
Provides insight to Operations and Account Management relative to improvement opportunities
Provides recognition to high performing teams and individuals' relative improvement in the top two success drivers for the program
Develops rapport and strong working relationships with internal operations and key management personnel
Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change
Assists with the development of Quality Evaluator staff members
Interacts and coordinates with International Quality Monitoring team across all accounts to share best practices and ensure consistency
Education & Professional Certifications:
Bachelor's degree in related field from a four-year college or university with zero to three years related experience; or
Equivalent combination of education and experience
Quality/Transaction Monitoring background/experience preferred
Candidate Profile:
Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel
Strong facilitation skills
Ability to use quality monitoring systems (i.e., e-talk, NICE) and use quality system tools (charts, graphs, etc.)
Process Improvement knowledge/analytical skills preferred
Strong knowledge of Convergys Transaction Monitoring Model preferred
Ability to build effective working relationships
Self Motivated
Team oriented
Excellent interpersonal, communication and presentation skills
Must be willing to work on shifting schedules
Environment, Physical & Other Requirements:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified

        思隽全球服务(Stream Global Services)是全球业务流程外包行业（BPO）领导者。公司总部位于美国波士顿，专注于客户关系管理，经过十五年的发展，思隽已成为全球最大的呼叫中心外包服务提供商商之一。我们提供的广泛的销售服务、客户服务和技术支持服务使全球财富 1000 强公司收入增加、运营效率提高且品牌忠诚度加深。我们是许多世界领先的IT、电信、零售、娱乐/媒体和金融公司的首选供应商。长期合作伙伴包括：Cisco、HP、Microsoft、Dell、HTC、Yahoo、Apple等。
    自成立以来，思隽的全球迹已扩展到23 个国足家，拥有超过 30000名员工，50个服务中心。公司跻身为世界财富1000强，BPO业务全球五强。我们的服务方案，使我们的客户能从容应对业务挑战，提升营运业绩。依靠在亚太、北美/拉美、欧洲、中东/非洲的全球化覆盖，为客户提供第一流的支持项目。 作为我们运营区域内的最佳雇主，思隽能够吸引最优秀的人才，确保我们的专业服务人员真正参与和专注于客户的业务发展和品牌形象——维持优异的客户体验。
 
    思隽（苏州）信息咨询有限公司成立于2010年，为思隽全球服务在华投资的第一家公司，公司位于苏州工业园区创意产业园，可容纳2000个座席。经过短时间发展思隽（苏州）已和Cisco、Microsoft、Apple、HTC等IT行业巨头展开合作，负责其售前、售后以及技术支持服务。思隽的愿景是在未来几年内成为中国服务外包市场的领导者，并成为我们运营领域内的最佳雇主。公司将为我们的员工提供优渥的薪资，适宜的工作环境，广阔的发展前景及人性化管理制度。思隽进入中国大陆市场将会扩大在亚太地区的影响力，并完成全球化的脚步。
    思隽着眼于对中国大陆的全方位覆盖，成为中国呼叫中心外包行业领导者，竭诚欢迎各位求职者加入思隽。