携程QA EN SHACC ALL(MJ032674)
任职要求
Educational Background: Full-time bachelor's degree or higher. Work Experience: Over 2 years of experience in call center or customer service management. Experience in tourism-related projects is preferred.Professional Skills: Familiarity with call center operations and quality managem…
工作职责
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
• 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.
• 参与项目功能测试，包括用例设计、测试执行与结果评估，确保产品各环节质量可控； • 跟踪并详细记录游戏Bug，推动缺陷的及时修复和回归验证，保障关键问题闭环； • 针对新需求、版本更新进行覆盖性测试，分析和定位复杂问题，提出合理测试改进建议； • 熟练使用测试、缺陷管理和协作工具（如JIRA、TestRail、禅道等），提升测试效率； • 与开发、美术、策划等岗位紧密协作，积极沟通推动测试流程与体验优化； • 关注前沿游戏测试方法与行业动态，持续总结测试经验、提升测试流程。
• Collaborate with team leads to set long term QA strategy and team structure to support players’ growing needs and team needs. • Manage the holistic QA workflow for a broad-reaching team • Manage & review QA-critical data shared across the project • Manage an outsourced tester team & their deliverables • Create & manage test work and test suites • Craft & set quality standards and uphold the Riot Quality Bar • Manage Vendor QA on one or more remote teams • Hire, retain and grow QA engineers • Identify risks, impact, probability, and plan mitigation • Manage QA, Vendor, testing services budget • Modernize QA processes and org improvements to enhance quality and efficiency