Call Center Quality Assurance ( QA ) Specialist - 呼叫中心服务质量监控专员(职位编号：GPSD-0504995)
IBM China Global Delivery
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2012-09-07
- 工作地点：佛山
- 招聘人数：若干
- 工作经验：二年以上
- 学历要求：本科
- 语言要求：英语熟练
普通话熟练 - 职位类别：质量检验员/测试员 咨询热线/呼叫中心服务人员
职位描述
Job description
The QA assists the Team leaders with specialist activities designed to ensure that the team meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction. They may provide daily team guidance and training, perform various administration tasks, assist in setting and achieving operational objectives and track and report service performance. They monitor and recommend/implement ways to improve customer satisfaction, service strategies and operational guidelines.
Duties performed
1.Provide coaching and performance feedback within Clients's quality framework:
Evaluates team members to confirm appropriate call process is followed
Drive a good team spirit through proactive communication and coaching in line with policies and procedures
Ensures the delivery of a high quality, professional and proactive day to day service to clients
Ensure efficient handling of requests
2.Provide effective communication/Negotiation
Regular contact with client, works proactively and productively with clients
Negotiate with client and internal functions effectively and is able to influence the decision making process
Has regular external contact to exchange information, provide assistance or resolve complex problems
Build rapport and maintain relationships with key stakeholders (client and internal) to handle negotiations of specified business objectives
Regularly addresses issues with sponsors, client management/executives over service delivery, relationships and other satisfaction issues
Is able to recommend alternative approaches based on in-depth comparison
Handles escalated customer requests as requires
Ensures, according to procedures, client questions/issues/queries are identified and solved or are raised to the appropriate level
3.Manage the day to day operational and administrative tasks
Understands organisation priorities, needs and plans
Ensures that all relevant tasks are processed accurately and in a timely manner
Ensures that client queries are followed up to resolution or get escalated to more senior colleagues/management
Creates customer service mindset within the team by reacting to client requests/queries in a timely manner
Continually seeks ways to improve customer satisfaction
Actively contributes to the development of new or changed processes and procedures in CRM delivery
Demonstrates positive influence that motivates team and gears it towards high quality service delivery
Coordinates activities of less experienced or less knowledgeable team members
Ensures all policies, practices and procedures affecting the CRM services are communicated and understood both internally and externally
Has high degree of creativity and analytical ability to identify additional business opportunities and develop solutions to difficult internal, client and sponsor requirements and implement solutions with sense of urgency
Recommends and implements improvements to routine tasks within their team
Role Specifications Skills(Mandatory):
Effective formal and informal communication
Initiative
Proven problem solving ability
Demonstrated decision making experience
Ability to prioritise and action tasks concurrently
Demonstrated flexibility in a changing work environment
Ability to work in a multicultural work environment
Ability to maintain composure under pressure
Ability to balance IBM requirements and clients expectations
Experience in building rapport and maintain relationship with key
stakeholders
Proven ability to motivate and coach a team towards achieving performance targets
Formal and informal presentation skills
Ability to work in a challenging and dynamic environment
Active listening skills to accurately determine customer requirements
An understanding of targets and the desire to achieve
Required
Bachelor's Degree
At least 2 years experience in Call center QA experince
English: Fluent
Chinese simplified: Fluent
Preferred
At least 4 years experience in Call center QA experince
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
The QA assists the Team leaders with specialist activities designed to ensure that the team meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction. They may provide daily team guidance and training, perform various administration tasks, assist in setting and achieving operational objectives and track and report service performance. They monitor and recommend/implement ways to improve customer satisfaction, service strategies and operational guidelines.
Duties performed
1.Provide coaching and performance feedback within Clients's quality framework:
Evaluates team members to confirm appropriate call process is followed
Drive a good team spirit through proactive communication and coaching in line with policies and procedures
Ensures the delivery of a high quality, professional and proactive day to day service to clients
Ensure efficient handling of requests
2.Provide effective communication/Negotiation
Regular contact with client, works proactively and productively with clients
Negotiate with client and internal functions effectively and is able to influence the decision making process
Has regular external contact to exchange information, provide assistance or resolve complex problems
Build rapport and maintain relationships with key stakeholders (client and internal) to handle negotiations of specified business objectives
Regularly addresses issues with sponsors, client management/executives over service delivery, relationships and other satisfaction issues
Is able to recommend alternative approaches based on in-depth comparison
Handles escalated customer requests as requires
Ensures, according to procedures, client questions/issues/queries are identified and solved or are raised to the appropriate level
3.Manage the day to day operational and administrative tasks
Understands organisation priorities, needs and plans
Ensures that all relevant tasks are processed accurately and in a timely manner
Ensures that client queries are followed up to resolution or get escalated to more senior colleagues/management
Creates customer service mindset within the team by reacting to client requests/queries in a timely manner
Continually seeks ways to improve customer satisfaction
Actively contributes to the development of new or changed processes and procedures in CRM delivery
Demonstrates positive influence that motivates team and gears it towards high quality service delivery
Coordinates activities of less experienced or less knowledgeable team members
Ensures all policies, practices and procedures affecting the CRM services are communicated and understood both internally and externally
Has high degree of creativity and analytical ability to identify additional business opportunities and develop solutions to difficult internal, client and sponsor requirements and implement solutions with sense of urgency
Recommends and implements improvements to routine tasks within their team
Role Specifications Skills(Mandatory):
Effective formal and informal communication
Initiative
Proven problem solving ability
Demonstrated decision making experience
Ability to prioritise and action tasks concurrently
Demonstrated flexibility in a changing work environment
Ability to work in a multicultural work environment
Ability to maintain composure under pressure
Ability to balance IBM requirements and clients expectations
Experience in building rapport and maintain relationship with key
stakeholders
Proven ability to motivate and coach a team towards achieving performance targets
Formal and informal presentation skills
Ability to work in a challenging and dynamic environment
Active listening skills to accurately determine customer requirements
An understanding of targets and the desire to achieve
Required
Bachelor's Degree
At least 2 years experience in Call center QA experince
English: Fluent
Chinese simplified: Fluent
Preferred
At least 4 years experience in Call center QA experince
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
公司介绍
IBM China Global Delivery Center
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc