Core Responsibilities

Ø Responsible for collecting quality assurance reports of each language team.

Ø Ensure the truth and accuracy of QA reports

Ø Responsible for the output of QA related reports

Ø Timely feedback to QC on problems found in quality inspection and calibration.

Ø Collect and report the problems of service team, and raise suggestions for improvement or rationalization.

Ø VOC reports on a daily basis.

Ø Raise suggestions to training team regularly and assist in follow-up of training effectiveness.

Ø Participate in creating the QA/QC standards and continuously optimize them according to business requirements.

Ø Refine service terminology, skills, scripts, and collect excellent recordings to reserve materials for training team.

Ø Complete other work assigned by line managers.

1. 负责收集各语言团队的质检报告

2. 确保质检报告的真实性和准确性

3. 负责输出QA的相关报告

4. 及时反馈QC质检校准中发现的问题

5. 收集和汇报服务团队在服务过程中的问题，提出改进建议或合理化建议

6. 每天都需要提供VOC的汇报表格

7. 定期向培训团队提交培训建议并协助跟进培训效果

8. 参与制定质检标准，并根据业务要求不断进行优化

9. 提炼服务用语技巧、话术、收集优秀录音案例，为培训团队做储备素材

10. 完成上级领导交付的其它工作

Key Qualifications and Experience

Ø College degree or above.

Ø More than 2 years’ experience in call center or quality control, flexible policies for outstanding ones.

Ø Good data analysis and operation ability, and able to independently work out and process all kinds of analysis reports.

Ø Good communication skills, execution and pressure resistance.

Ø Good at logical thinking and judgment.

Ø Be conscientious and responsible, and good spirit of collaboration.

1. 大专及以上学历

2. 具备泰语/印尼/越南语的听说读写能力，同时具备英文或中文的语言能力

3. 2年以上呼叫中心坐席或质检工作经验，特别优秀的，可以放宽

4. 具备良好的数据分析、运算能力，可以独立制作处理各类分析报告

5. 有良好的沟通能力、执行能力和抗压能力

6. 有良好的逻辑思维能力和判断力

7. 对待工作认真负责，并有协同合作的精神