天津招聘

职位描述：
职位描述：
外资保险公司Call center招聘品质监控及培训专员（猎头推荐岗位），工作地点在北京。
1. Position Summary:
To implement quality control in operation and provide training & coaching to the customer service teams in HK & Beijing who are supporting the service hotline for the travel and assistance programs including both Cantonese and Mandarin speaking CS teams.
2. Quality Control:
Implement operation quality control and audit process under the direction of the manager of Quality and Training
Develop knowledge database for operations in travel and assistance programs.
Support and manage the escalation of complaint handling and case analysis.
3. Operation Support:
As a back-up for CS team when needed in order to keep operation running smoothly.
4. Training & Coaching :
Deliver training to the customer service teams in HK & Beijing for travel and assistance programs. Review, modify and maintain the operation programs and policy manuals according to its SLA standard. Furthermore, to develop operation manual for new launched programs.
Establish and manage the post-assessment process and monitor the effectiveness of operations including call audits for the quality of inbound and outbound calls, problem-solving and improvements.
Provide coaching to the current Customer Service team for case handling.

岗位要求：
1，白话流利，2，操作过服务香港人的项目，熟悉香港的人文文化，3，熟悉呼叫中心流程，4，有呼叫中心QC或培训工作优先考虑，具体如下：
1. Bachelor of financial, insurance and associated major preferred.
2. Min. 4-5 years of experience in call center operation preferably from insurance and banking industry.
3. Experience in serving customers in Hong Kong.
4. Familiar with In & Out-bound operation process for travel and assistance programs. Good training skill with strong influencing skill.
5. Ability to establish and maintain operation training program in according to SLA standard.
6. Demonstrated ability to work in a matrix environment.
7. Knowledge of organization and interpersonal and communication skill.
8. Excellent language abilities in Cantonese, Putonghua and English in speaking and writing. Strong computer skill including Microsoft Office applications.
9. Occasional travelling is required.

汇报对象：Quality and Training Manager 举报 分享

? 深圳市众创企业管理咨询有限公司是一家致力于为中国华南和华东地区的日系、欧美系、香港企业和人才提供具有与业性、效率性、信赖性的优质服务。精心挑选匹配的人力资源，能向更多企业和人才介绍合适的招聘职位。
? 我们有丰富的专业知识，从而解决各种招聘课题。
? 聘用高级顾问，持有海量的人才库资料。
? 利用大数据、公众平台、病毒式营销匹配合适的招聘职位。
众创公司业务范围
? 对企业（主要以日系、欧美系、香港企业为主）：提供外语人才推荐、临时翻译、劳务派遣、管理咨询及人力资源管理服务；
? 对个人：主要为外语人才提供职业介绍、职业规划、日企招聘和其他外企招聘信息、求职指导、简历样本、日企面试礼仪培训等服务
? 众创公司对求职者不收取任何费用，在我公司登记简历后即可终生享受我公司的推荐服务。