职位描述

招聘人数：1 人

职位职责： 实习天数：5 天 / 周

工作职责
To maintain service quality data reporting in order to provide management with clear, concise information to enable informed decision-making.
提供服务质量数据报告，为管理层提供清晰、准确的信息以供决策
1、Ensure the accuracy of reported information and timely distribution.
保证报告信息的准确性和及时性
2、Generate ad-hoc reports as directed by the management .
根据管理层的指示提供其他报表
3、Maintain an information database to store internal and external reports and ensure data is backed up at all times.
建立数据库存储内外部报表，保证数据及时备份
4、Create and maintain a benchmarking database.
创建和保持基准数据库
5、Ensure that all confidential data is stored securely.
保证所有机密数据安全存储

Data analysis 数据分析
To analyse and interpret SQ data in order to monitor customer service operations and provide insight into service quality performance trends.
分析解释服务质量数据，以监控操作情况，发现服务质量趋势
1、Analyse SQ KPIs in line with Divisional models and systems.
以内部模型和系统分析服务质量KPI
2、Generate regular KPI and quality audit analysis reports for distribution to management.
定期向管理层提供KPI和质量审计分析报告
3、Monitor trends in customer service performance and highlight potential opportunities for improvement to management.
监控操作绩效趋势，向管理层提出可能的改进方案
4、Conduct ad-hoc analysis as request by management.
根据管理层的要求提供其他分析

Advising and improvement 提出意见并改进
To advise and assist during the implementation of management through the proposal of actions in order to improve service quality performance
通过提出行动方案建议，及协助管理执行，以改进服务质量水平

Project work 项目工作
1、To participate in SQ related projects on a business unit level, through the provision of high quality data and information, to assist in informed project decision-making.
参与于服务质量相关的项目，提供高质量数据信息，协助项目决策。
2、SQ Process Management & Implementation 
服务质量流程管理与执行
3、To deploy and monitor the SQ process, policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences.
采用并监控服务质量程序、方针、流程，保证内外部客户体验的一致性、有效性和高质量。

Continuous SQ Improvement 服务质量的持续改善
Develops and implements long and short term actions that aimed at getting a sustainable improvement in the SQ levels.
以服务质量水平稳步提高为目标，制定并执行长短期行动方案

职位要求
1、College certificate or above
大学以上学历
2、Bachelor or equivalent level
本科或同等学历水平
3、Good command of English (written and verbal)
英语读写能力优秀
4、experience in an Analyst position.
分析岗位的经历
5、Operational Control : Thorough planning and organising of the work and careful monitoring of resources and progress to achieve planned results.
操作控制：通过工作计划/组织和资源/流程监控情况达成计划目标。
6、Reasoning and Thinking : Analytical and conceptual thinking used to correctly understand complexity and problem solving by identifying key patterns, communicating and using tools/concepts.
论证思考：通过指出关键问题、沟通和使用工具/概念的方式，以正确理解问题的复杂性并加以解决。
7、Communication : Clear, relevant and timely two way passage of information to the relevant people, delivered at the correct level – speaking, presenting, writing, listening questioning.
沟通：与相关人员以适当方式（谈话、讲演、书面形式、倾听、提问）进行明确、相关、及时的双向信息沟通
8、Flexibility : Works effectively in a variety of different situations and can adapt to changes.
灵活性：在不同情况下高效工作，适应变化

工作地点：上海市浦东新区海天五路600号D库

另：实习优秀者将有相应转正机会。