奢侈品高级英语客服主管（上海）工作职责与职位要求

职位描述：

Job Description

1. Timely and quantitative sampling and real-time monitoring of internal call recording and online conversation recording, assessment and scoring, and collecting problems found in the service process, giving optimizing opinions or suggestions, taking the form of meeting/training to improve staff quality inspection scores;

2. Be responsible for monitoring the overall service quality of customer service department, helping customer service team to improve customer experience, responsible for statistics and analysis of quality inspection data, and making and sorting out daily/weekly/monthly reports;

3. Collect excellent content regularly, have certain ability of copywriting and organizing activities, and put forward corresponding activities according to the direction of business operation.

4. Participate in the formulation of quality inspection standards and processes, and continuously optimize them according to business requirements; maintain knowledge base, including QA problem set;

5. Be responsible for communication and coordination with other departments of the company, and maintain smooth communication;

Requirements

1. Familiar with certain call center process, or more than 3 years experience in quality inspection;

2. Have a strong sense of responsibility, fairness and justice;

3. strong adaptability, good communication and coordination skills.