職位描述質(zhì)量保證經(jīng)理

1、職位描述文件職位識別信息職位名稱Man ager. Quality Assura nee所屬部門Con tact Cen ter職位編號所在城市SZ工作地點Con tact Cen ter出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年6月15日工作網(wǎng)絡關(guān)系直接上級職位Sr. VP, operati on匯報職位直接下級職位Sr. Customer Care Officer &Customer Rete nti on Officer人員 管理 權(quán)限薪酬無建議權(quán)決定權(quán)直接下級人數(shù)績效無建議權(quán)決定權(quán)直接管轄團隊配 備無建議權(quán)決定權(quán)業(yè)務指導職位Sr. VP, Con tact Cen

2、ter; Gen eral Man agers of other departme nts對職位產(chǎn)生影 響的外部機構(gòu)受到職位影 響的外部機 構(gòu)任職資格教育程度Graduate專業(yè)方向Busin ess or statistics related工作經(jīng)驗? 5 years or above inCon tact Cen tre Operati on in which 2 years should be in man agerial or senior supervisory role行業(yè)經(jīng)驗培訓經(jīng)歷管理技能? Control? Planning? Delegation? Coordination

3、專業(yè)技能? Quality Assuranee man ageme nt in foreig n MNC con tact cen tre通用技能? Communication? Leadership and people man ageme nt職位目的與職責職位目的存在 的理由，限制和 目標To man age the quality assura nee sect ions to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of the compa n

4、y as a whole.職責范圍名稱、定義、該職責所要到達的結(jié)果/目標責任 級別全 部/部 分/協(xié) 助衡量標準數(shù)量、質(zhì)量Operati onal level? To formulate customer com muni cati on and rete nti on strategy as to effectively allocate resources and achieve revenue and customer satisfacti on target.? To collaborate with Quality Assuranee Team in order to accurat

5、e foresee n the ever cha nging customers requireme nts and give advice on exter nal sales and service policies rs? To lead a team in constantly review customer feedback and improve in ternal process effect iven ess? To effectively man age and resolve customer complai nts from in ternal and exter nal

6、 cha nn els? To lead and motivate teams, monitor performa nee and work with buddy teams to continu ously improve work process, policies and procedures.? To initiate and lead any changes through projects? To reta in grow and develop compete nt team members in order to cope with future bus in ess expa

7、 nsion and in dividual career developme nt.? To plan and foreseen any potential bus in ess and operati on risks, in itiate forward action to protect compa ny in terest.? To plan and implement continuous improveme nt mecha nism such as COPC join tly together with Travel Academy?All? KPIs for resource

8、s allocati on?In ternalcustomersatisfacti on?Exter nalcustomersatisfacti on? Staff attritio nWord是學生和職場人士最常用的一款辦公軟件之一，99.99% 的人知道它，但其實，這個軟件背后，還有一大批隱藏技能你不知道。掌握他們，你將開啟新世界的大門。Tab+Enter,在編過號以后，會自動編號段落Ctrl + D 調(diào)出字體欄，配合 Tab+Enter 全鍵盤操作吧Ctrl + L 左對齊， Ctrl + R 右對齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關(guān)于替換，里面又大有學問！有時候Word文檔中有許多多余的空行需要刪除，這個時候我們可以完全可以用查找替換來輕松解決。翻開 編輯菜單中的 替換對話框，把光標定位在 查找內(nèi)容輸入框中，單擊 高級按鈕，選擇 特 殊字符中的段落標記兩次，在輸入框中會顯示“ "