岗位职责:

The Quality Assurance Manager is responsible for our quality strategies and initiatives, being a champion of Hyatt’s Interaction Standards and Net Promoter Score (NPS) Survey program. Using both internal and external service experience and quality scores, the QA Manager will partner with key stakeholders to plan and execute service quality initiatives to drive memorable and personalized experiences for our guests and customers. The Manager will play a key role in development standards and frameworks that are aligned globally yet customized to be locally relevant. The Manager leads a team of Quality Assurance Specialists, and develop and deliver training that builds bench strength of the QA team.

1、Manage and implement Quality Management system and processes. Company’s Global Interaction Standards to ensure consistency and relevance.

2、Establish QA team processes to ensure excellence. 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、Establish service audits and assessment guidelines, forging new initiatives and develop a service quality improvement roadmap. Regularly review customer interaction standards, procedures and measurements bas on Company GIS while allowing flexibility to better meet different market needs. Ensure quality standards across touchpoints are achieved.

4、Leverage on both internal QA scores and customer NPS scores to provide holistic insights into service experience. Deliver reports on both results and develop plans and initiatives that will manage and drive colleague behaviors to positively impact experience.

5、Communicate with Operations and Learning leadership on any additional training needs related to individual and team performance based on the results and trends of GIS and NPS scores.

6、Identify critical challenges and remove barriers to drive service quality and QA productivity.

7、Lead a team of QA Analysts. Provide development opportunities to team members, support them in their growth and performance effectiveness. Implement QA development activities within budget.

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。