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 大连招聘 Help Desk Quality Team Member(001) |
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sammy
[博客]
[个人文集]
游客
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作者：游客 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Job Description
1.Identify requirements for quality modifications within customer support transactions, and operating models for the Help Desk organization.
2.Be aware and keep the Manager/lead informed of issues/problems that may impact team deliverables.
3.Provide progress reports to Lead, Supervisor, or Manager on individual projects and initiatives.
4.Administer continuous improvement programs for multiple service lines including;
-Call monitoring
-Case reviews created in the help desk incident management system
5.Assist in the training programs when needed (new hire training, Quality related refresher training, supervisor training, etc.)
6.Ad-hoc request availability, special monitoring or evaluation requests from helpdesk leadership
7.Communicate improvement opportunity feedback with all groups within the helpdesk organization
8.Quality assurance initiatives for tier 2 support groups
9.Administration of Quality’s customer survey programs
10.Administration of the call recording system if available
11.Contribute to the Quality team’s development and share knowledge with the team
12.Formally analyze customer survey and continuous improvement data, subsequently report on the findings
Job Specification
·Bachelor Degree in Education, Business Administration or Business Development (or equivalent degree)
·Minimum 2 years work experience with computer operations processes and training
·Minimum 2 years work experience in a call center
·Minimum 2 years customer service-related work experience
·General working knowledge of Microsoft operating systems and applications
·Experience with training course development and delivery
·Experience with project management
·Experience with an incident tracking system
Other Features of the job
·Must be willing to work shifts across a 24 by 7 operation
............................
Senior Consultant
大连登龙门 猎头部
Http://www.denglongmen.com
Tel: 0411-84302317 84303517
Fax: 0411-84303967
E-mail:[email protected]
[email protected]
作者：游客 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 大连招聘 Help Desk Quality Team Member(001) -- sammy - (2049 Byte) 2005-3-04 周五, 14:33 (1238 reads)
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