携程QA EN SHACC ALL(MJ032674)

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.

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.

1. Determine and analyze any quality gaps and formulate appropriate recommendations through KPI monitoring and action tracking. 2. Raise optimization suggestions to product/procedure identified from regular tasks. 3. Lead innovation and continuous improvement in quality improvement project. 4. Implement quality assurance standards and continuously optimize them according to business requirements. 5. Conduct regular VOC to hear customer voice, summarize and feedback to relevant departments for improvement. 6. Complete other tasks assigned by line managers.

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