崗位職責(zé):

The Quality Assurance Analyst (QA) is responsible for assessing and reporting the performance of our customer-facing colleagues using pre-determined Interaction Standards. The QA will evaluate voice and email interactions to assess colleagues’ behavior, accuracy, service attitude and will assist in developing and implementing quality processes and procedures, as well as making recommendation for enhancements to training to improve the overall company service experience. The QA plays an impactful role in improvement and achievement of mission critical KPIs of our GCC, including sales capabilities, service delivery and guest experience

1、Evaluate voice and email interactions of frontline colleagues according to established standards. Provide meaningful and constructive feedback on these evaluation. Identify potential customer interaction issues and highlight areas of risks to our business.

2、Facilitate regular calibration meetings to discuss and explain feedback. Collaborate with Operations leaders to identify procedures or processes roadblocks that prevent our colleagues from delivering seamless experience for our guests and customers. Highlight areas of risks to our business and use these internal evaluations sessions to maintain consistency.

3、Help colleagues improve their performance with specific feedback and support. Partner with Training team to help map learning gaps and needs.

4、Provide coaching feedback to Team Managers, enabling them to provide timely coaching to colleagues. Flag any evaluation that requires immediate attention.

5、Maintain acceptable level of productivity in number of evaluations completed monthly.

6、Support creation of reports that reflect KPI performance on individual and team levels. Monitor trends on performance.

7、Support post new hire training with nesting or mock calls to improve on their readiness.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

任職資格:

1、2-3 years experience in frontline role customer service role with strong knowledge and understanding of company reservation processes and procedures.

2、1-2 years of experience in quality assurance role in contact centers.

3、Bachelor’s Degree Statistics, Business, or other related field preferred.

4、Good Excel, Word and PowerPoint skills required.

5、Good written and oral communication skills, specific to customer facing interactions. Preferably bi-lingual. Writes clearly and concisely, presents information clearly and with confidence.

6、A self-motivated, proactive individual and good team player.

7、Proven ability to communicate effectively with multiple management units, adept at building relationships to negotiate, manage conflict and influence change. A good listener, and being open and honest to seek common ground.

8、Proven ability to coach and mentor individuals.

9、Ability to develop creative solutions and innovative ideas that can positively impact overall performance. Seek root cause of problems.

10、Audit facts from personal biases. Attention to details and accuracy.

廣東南油對(duì)外服務(wù)有限公司（以下簡(jiǎn)稱：廣東南油外服）是一家具有33年歷史的全資國(guó)有控股企業(yè)，由中國(guó)人力資源服務(wù)領(lǐng)域規(guī)模最大的上海外服（集團(tuán)）有限公司和中國(guó)南海石油聯(lián)合服務(wù)總公司共同組建，注冊(cè)資本2000萬(wàn)元，總部設(shè)立于廣州，并在深圳、佛山、東莞、珠海、中山、江門、湛江、汕頭、清遠(yuǎn)、從化等地設(shè)立了分公司，是廣東最早涉獵人力資源服務(wù)行業(yè)的企業(yè)之一，服務(wù)進(jìn)入廣東投資的世界500強(qiáng)企業(yè)超過(guò)100家，客戶涵蓋各行業(yè)的知名外企、國(guó)企和民企，總量超過(guò)4500家，雇員人數(shù)超過(guò)10萬(wàn)人，2017年度營(yíng)業(yè)收入近50億元，納稅額近3億元。公司現(xiàn)有員工超過(guò)250名，其中本科以上學(xué)歷占比超過(guò)75%，平均年齡30歲左右，近20%擁有中級(jí)以上技術(shù)職稱，隊(duì)伍呈現(xiàn)年輕化、專業(yè)化特點(diǎn)。

廣東南油外服已在業(yè)內(nèi)率先通過(guò)國(guó)際知名認(rèn)證機(jī)構(gòu)挪威船級(jí)社（DNV）的ISO90001：2015質(zhì)量體系認(rèn)證，遵循“客戶的期望就是外服人的追求”的質(zhì)量方針，榮獲“全國(guó)人力資源誠(chéng)信服務(wù)示范機(jī)構(gòu)”、“廣東省誠(chéng)信人力資源服務(wù)示范機(jī)構(gòu)”、“廣東企業(yè)500強(qiáng)”、“廣東省自主創(chuàng)新標(biāo)桿企業(yè)”、“廣東省青年文明號(hào)”等諸多榮譽(yù)，還是中國(guó)對(duì)外服務(wù)工作行業(yè)協(xié)會(huì)常務(wù)理事單位，廣東省人力資源研究會(huì)監(jiān)事長(zhǎng)單位，廣東省人才交流協(xié)會(huì)、廣東省服務(wù)外包產(chǎn)業(yè)促進(jìn)會(huì)、廣州人力資源服務(wù)協(xié)會(huì)、廣州服務(wù)外包行業(yè)協(xié)會(huì)副會(huì)長(zhǎng)單位，在廣東乃至華南地區(qū)具有較強(qiáng)的品牌影響力和領(lǐng)先的市場(chǎng)地位。