携程QA EN SHACC FLT EN SHACC(MJ030739)

• Maintain and optimize the department’s quality management system and service quality standards, continuously enhancing customer satisfaction. • Lead and implement quality improvement initiatives to identify and resolve issues across service, product, procedure, and supply chain domains from the customer’s perspective. • Analyze quality-related data and feedback from various channels to uncover pain points and improvement opportunities. • Communicate findings and recommendations effectively with internal and external stakeholders to drive ongoing enhancements. • Complete other tasks assigned by the line manager.

Determine and analyze any quality gaps and formulate appropriate recommendations through KPI monitoring and action tracking.Oversee and enhance service quality standards, driving improvements in service delivery and customer satisfaction.Conduct regular VOC activities to capture customer voice, summarize insights, and provide feedback to relevant departments for improvement.Raise optimization suggestions for products/procedures identified from regular tasks.Lead initiatives and drive continuous improvement in quality improvement projects.Complete other tasks assigned by line managers.

Job Description:Determine and analyze any quality gaps and formulate appropriate recommendations through KPI monitoring and action tracking.Oversee and enhance service quality standards, driving improvements in service delivery and customer satisfaction.Conduct regular VOC activities to capture customer voice, summarize insights, and provide feedback to relevant departments for improvement.Raise optimization suggestions for products/procedures identified from regular tasks.Lead initiatives and drive continuous improvement in quality improvement projects.Complete other tasks assigned by line managers. Position

1. Responsible for the establishment, maintenance and improvement of the department's quality management system, and be responsible for the business quality control of the department. 2. Responsible for communicating with service teams on issue identified in quality monitoring, help team with performance improvement. 3. Responsible for quality management communication with external departments, such as service, product, procedure issues identified through competitor analysis.   4. Participate in and plan various quality management activities, such as participating in company quality committee, etc. 5. Participate in quality related projects planning, progress and result reporting. 6. Responsible for weekly and quarterly reports on service quality. 7. Responsible for QA team internal skill enhancement training planning. 8. Reasonable arrangement of subordinate staff, responsible for daily operation and maintenance management and personnel management. 9. Unscheduled business trips to guide and support QA work of other premises and overseas teams. 10. Complete other works assigned by line managers.