美团Quality Assurance Partner
任职要求
岗位基本要求: Proven experience (at least 3+ years) in quality manager or senior quality assurance role, preferably within a contact center environment Fluency in both Arabic & English. Mandarin would be an advantage. Strong understanding of quality assurance methodologies and best practices in Customer Service. Experience of work with cross function team and projects Excellent communication and interpersonal skills for delivering constructive feedback. Ability to work independently and collaboratively in a fast-paced environment. A genuine passion for delivering exceptional customer experience. 具备以下条件优先 working experience on service organization HQ team
工作职责
岗位职责: Quality system tools implementation: Work with other function team to implement tools in global scale to support quality system to be able to scalable and localize such as transaction monitoring tool, coaching tool.DSAT analysis etc… Regulation on Transaction monitoring: Maintain quality standard to ensure the ability to drive for customer experience and business adherence and develop corresponding policy to ensure the effectiveness. Close with business and drive the change Understand the overall service operation performance status combine opportunity in customer journey to identify key area and drive the change to enhance customer experience with targeted quality audit approach Stay connected with regional team: Work close with regional team and provide quality intelligence from global perspective
Develop new feature of the APQP SIM auto tool Identified the automatic opportunities in QE process Assist QE Manager on Usability testing report compile and automation Assist QE Manager on Usability testing management (sample managing and consumable material purchase)
· 挖掘研发过程中提升质量和效率的工具需求，完成各类测试工具的架构设计、编码实现和在业务的落地。 · 赋能研发团队，将质量内建和CI/CD更好地应用于业务流水线，提升整体研发过程的工程效能。 · 开发高效稳定的自动化测试框架，为开发工程师和测试工程师提效。
· 挖掘研发过程中提升质量和效率的工具需求，完成各类测试工具的架构设计、编码实现和在业务的落地。 · 赋能研发团队，将质量内建和CI/CD更好地应用于业务流水线，提升整体研发过程的工程效能。 · 开发高效稳定的自动化测试框架，为开发工程师和测试工程师提效。
In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region. A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.