广东省数字贸易与服务公共服务平台

岗位职责:

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).

任职资格:

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.

广东南油对外服务有限公司（以下简称：广东南油外服）是一家具有33年历史的全资国有控股企业，由中国人力资源服务领域规模最大的上海外服（集团）有限公司和中国南海石油联合服务总公司共同组建，注册资本2000万元，总部设立于广州，并在深圳、佛山、东莞、珠海、中山、江门、湛江、汕头、清远、从化等地设立了分公司，是广东最早涉猎人力资源服务行业的企业之一，服务进入广东投资的世界500强企业超过100家，客户涵盖各行业的知名外企、国企和民企，总量超过4500家，雇员人数超过10万人，2017年度营业收入近50亿元，纳税额近3亿元。公司现有员工超过250名，其中本科以上学历占比超过75%，平均年龄30岁左右，近20%拥有中级以上技术职称，队伍呈现年轻化、专业化特点。

广东南油外服已在业内率先通过国际知名认证机构挪威船级社（DNV）的ISO90001：2015质量体系认证，遵循“客户的期望就是外服人的追求”的质量方针，荣获“全国人力资源诚信服务示范机构”、“广东省诚信人力资源服务示范机构”、“广东企业500强”、“广东省自主创新标杆企业”、“广东省青年文明号”等诸多荣誉，还是中国对外服务工作行业协会常务理事单位，广东省人力资源研究会监事长单位，广东省人才交流协会、广东省服务外包产业促进会、广州人力资源服务协会、广州服务外包行业协会副会长单位，在广东乃至华南地区具有较强的品牌影响力和领先的市场地位。