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
1.To maintain service quality data reporting in order to provide management with clear, concise information to enable informed decision-making.
1.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
-Ensure the accuracy of reported information and timely distribution.
- 保证报告信息的准确性和及时性
- Generate ad-hoc reports as directed by the management .
- 根据管理层的指示提供其他报表
- 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
- Create and maintain a benchmarking database.
- 创建和保持基准数据库
- Ensure that all confidential data is stored securely.
- 保证所有机密数据安全存储

2.Data analysis 数据分析
2.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
- 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
- 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
- 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
- Conduct ad-hoc analysis as request by management.
- 根据管理层的要求提供其他分析

3.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

4.Project work 项目工作
-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。
-SQ Process Management & Implementation 
-服务质量流程管理与执行
-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。

5.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
-College certificate or above
- 大学以上学历
- Bachelor or equivalent level
- 本科或同等学历水平
- Good command of English (written and verbal)
- 英语读写能力优秀
- experience in an Analyst position.
- 分析岗位的经历
- 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。
- 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。
- 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
- 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