- 目錄
崗位職責(zé)是什么
服務(wù)質(zhì)量崗位是企業(yè)運(yùn)營(yíng)中的關(guān)鍵角色，負(fù)責(zé)確保產(chǎn)品或服務(wù)的交付符合或超越客戶的期望，通過(guò)持續(xù)改進(jìn)和監(jiān)控服務(wù)質(zhì)量，提升客戶滿意度和忠誠(chéng)度。
崗位職責(zé)要求
1. 精通服務(wù)質(zhì)量標(biāo)準(zhǔn)和評(píng)估方法，理解行業(yè)最佳實(shí)踐。
2. 具備良好的數(shù)據(jù)分析能力，能從客戶反饋和業(yè)務(wù)數(shù)據(jù)中發(fā)現(xiàn)問(wèn)題。
3. 強(qiáng)烈的責(zé)任心和客戶服務(wù)導(dǎo)向，以解決客戶問(wèn)題為首要任務(wù)。
4. 優(yōu)秀的溝通技巧，能夠協(xié)調(diào)各部門以改善服務(wù)流程。
5. 敏銳的洞察力，能預(yù)見(jiàn)潛在的服務(wù)質(zhì)量問(wèn)題并提出預(yù)防措施。
崗位職責(zé)描述
服務(wù)質(zhì)量崗位的日常工作包括但不限于：
1. 設(shè)定和維護(hù)服務(wù)質(zhì)量標(biāo)準(zhǔn)，確保這些標(biāo)準(zhǔn)與企業(yè)的戰(zhàn)略目標(biāo)一致。
2. 監(jiān)控服務(wù)質(zhì)量指標(biāo)，如客戶滿意度調(diào)查、投訴率和解決問(wèn)題的效率等。
3. 分析服務(wù)質(zhì)量數(shù)據(jù)，識(shí)別服務(wù)短板并提出改進(jìn)建議。
4. 協(xié)調(diào)內(nèi)部團(tuán)隊(duì)，如客服、產(chǎn)品開(kāi)發(fā)和運(yùn)營(yíng)等部門，推動(dòng)服務(wù)質(zhì)量的改進(jìn)項(xiàng)目。
5. 建立有效的客戶反饋機(jī)制，及時(shí)響應(yīng)并解決客戶問(wèn)題，確保客戶滿意度。
6. 參與培訓(xùn)和發(fā)展計(jì)劃，提升員工的服務(wù)意識(shí)和技能。
7. 與管理層溝通，報(bào)告服務(wù)質(zhì)量狀況，并提出策略建議。
有哪些內(nèi)容
1. 服務(wù)質(zhì)量審計(jì)：定期進(jìn)行內(nèi)部服務(wù)質(zhì)量審核，評(píng)估流程效率和效果。
2. 競(jìng)品分析：對(duì)比競(jìng)爭(zhēng)對(duì)手的服務(wù)水平，找出自身的優(yōu)勢(shì)和改進(jìn)空間。
3. 客戶關(guān)系管理：維護(hù)客戶數(shù)據(jù)庫(kù)，跟蹤客戶滿意度變化，處理客戶投訴。
4. 服務(wù)流程優(yōu)化：識(shí)別并改進(jìn)導(dǎo)致服務(wù)質(zhì)量下降的瓶頸環(huán)節(jié)。
5. 培訓(xùn)材料開(kāi)發(fā)：設(shè)計(jì)和實(shí)施服務(wù)質(zhì)量培訓(xùn)課程，提高團(tuán)隊(duì)服務(wù)質(zhì)量意識(shí)。
6. 服務(wù)質(zhì)量報(bào)告：定期編制服務(wù)質(zhì)量報(bào)告，展示改進(jìn)成果和未來(lái)計(jì)劃。
7. 服務(wù)創(chuàng)新：探索新的服務(wù)理念和技術(shù)，提升服務(wù)質(zhì)量，增強(qiáng)市場(chǎng)競(jìng)爭(zhēng)力。
服務(wù)質(zhì)量崗位是企業(yè)與客戶之間的橋梁，其職責(zé)在于確保服務(wù)品質(zhì)始終處于行業(yè)前列，通過(guò)不斷優(yōu)化和創(chuàng)新，驅(qū)動(dòng)企業(yè)的持續(xù)成功。
服務(wù)質(zhì)量崗位職責(zé)范文
第1篇 服務(wù)質(zhì)量經(jīng)理崗位職責(zé)任職要求
服務(wù)質(zhì)量經(jīng)理崗位職責(zé)
服務(wù)質(zhì)量經(jīng)理
basic functions
this person will be responsible for commercial and service operations to develop kohler-branded water filtration / water heater operation strategy， procedures and processes， manage the service and quality system of kohler water filtration， coordinate commercial and after-sales-service activities.
specific responsiblities
? develop commercial and service operation strategy， processes and procedures to support sales growth plan
? develop innovative service business model including water solution / equipment rental
? support distributors in building up service competencies including product/technical training， user data management， procedures to ensure high quality of user service will be delivered
? provide constant product training and technical training for 400 call center and tsa technicians， as well as develop related operation procedures and kpi setting
? product quality data collection and analysis for continuous improvement
? manage professional 3rd party who provide installation， maintenance and repair service activities to customers with proper kpi setting in accordance with different channel’s needs
relationships and contacts
? report to gm-water filt， water heater， k&b china
? frequent contact with distributors commercial and after-sales service teams
? frequent contact with kohler engineering team and outside testing institutions
? frequent contacts with the 3rd party and internal suppliers
? frequent contact with technical service team
education and e_perience requirements
? at least 8 years of relevant e_perience from water filtration products with progressive quality and technical service e_perience
? bachelor degree in engineering or relevant discipline
? capable in communication/coordination with distributors for new business service model and conduct professional trainings
? good understanding of product developing， quality assurance system and technical service system is a must.
? good at managing 3rd party suppliers
? proficient in english and mandarin
? frequent travels are required
basic functions
this person will be responsible for commercial and service operations to develop kohler-branded water filtration / water heater operation strategy， procedures and processes， manage the service and quality system of kohler water filtration， coordinate commercial and after-sales-service activities.
specific responsiblities
? develop commercial and service operation strategy， processes and procedures to support sales growth plan
? develop innovative service business model including water solution / equipment rental
? support distributors in building up service competencies including product/technical training， user data management， procedures to ensure high quality of user service will be delivered
? provide constant product training and technical training for 400 call center and tsa technicians， as well as develop related operation procedures and kpi setting
? product quality data collection and analysis for continuous improvement
? manage professional 3rd party who provide installation， maintenance and repair service activities to customers with proper kpi setting in accordance with different channel’s needs
relationships and contacts
? report to gm-water filt， water heater， k&b china
? frequent contact with distributors commercial and after-sales service teams
? frequent contact with kohler engineering team and outside testing institutions
? frequent contacts with the 3rd party and internal suppliers
? frequent contact with technical service team
education and e_perience requirements
? at least 8 years of relevant e_perience from water filtration products with progressive quality and technical service e_perience
? bachelor degree in engineering or relevant discipline
? capable in communication/coordination with distributors for new business service model and conduct professional trainings
? good understanding of product developing， quality assurance system and technical service system is a must.
? good at managing 3rd party suppliers
? proficient in english and mandarin
? frequent travels are required
第2篇 服務(wù)質(zhì)量主管崗位職責(zé)
質(zhì)控主管/經(jīng)理(偏提升服務(wù)質(zhì)量) 去哪兒 北京趣拿軟件科技有限公司,北京趣拿科技有限公司,去哪兒網(wǎng),趣拿軟件,趣拿 工作職責(zé):
1、監(jiān)控事業(yè)部各項(xiàng)用戶服務(wù)質(zhì)量指標(biāo)數(shù)據(jù)情況,發(fā)現(xiàn)問(wèn)題并與業(yè)務(wù)部門進(jìn)行溝通,推動(dòng)業(yè)務(wù)部門改進(jìn);
2、定期對(duì)服務(wù)質(zhì)量指標(biāo)進(jìn)行優(yōu)化和更新,即時(shí)添加制定新的監(jiān)控指標(biāo),定期對(duì)指標(biāo)結(jié)果進(jìn)行總結(jié)匯報(bào);
3、關(guān)于行業(yè)情況,定期出專題報(bào)告,幫助業(yè)務(wù)部門提升;
4、定期提出具有建設(shè)性、合理性的改善建議并與推動(dòng)業(yè)務(wù)部門完成改進(jìn)方案。
任職資格:
1、全日制本科及以上學(xué)歷,三年以上互聯(lián)網(wǎng)旅游行業(yè)經(jīng)驗(yàn),有項(xiàng)目管理流程管理或咨詢行業(yè)工作經(jīng)驗(yàn)者優(yōu)先;
2、具備敏銳的觀察和分析能力,良好的溝通能力,獨(dú)立工作能力及較強(qiáng)的環(huán)境適應(yīng)能力;
3、有較強(qiáng)邏輯思維能力,工作細(xì)致認(rèn)真,主動(dòng)性高,學(xué)習(xí)能力強(qiáng);
4、能夠?qū)?fù)雜問(wèn)題做出判斷,并進(jìn)行分析指導(dǎo),提出建議性的意見(jiàn);
5、良好的服務(wù)意識(shí),以用戶為導(dǎo)向。
第3篇 服務(wù)質(zhì)量經(jīng)理崗位職責(zé)
服務(wù)質(zhì)量經(jīng)理 北京澳瑪星光醫(yī)療美容診所有限公司 澳瑪經(jīng)典(北京)醫(yī)療美容門診部有限公司,北京澳瑪星光醫(yī)療美容診所有限公司,澳瑪集團(tuán),澳瑪經(jīng)典 崗位職責(zé)
1、負(fù)責(zé)集團(tuán)內(nèi)診所的服務(wù)質(zhì)量管理方案的規(guī)劃及提升;
2、對(duì)診所服務(wù)質(zhì)量改進(jìn)及客人就診服務(wù)流程進(jìn)行分析評(píng)價(jià),及時(shí)反饋整改;
3、對(duì)診所服務(wù)質(zhì)量實(shí)施抽查并做好服務(wù)質(zhì)量監(jiān)控;
4、評(píng)估與協(xié)助處理平臺(tái)診所客戶醫(yī)療投訴,完成服務(wù)質(zhì)量提升管理方案;
5、協(xié)助總部及診所完成醫(yī)療健康服務(wù)類產(chǎn)品的規(guī)劃設(shè)計(jì)。
任職要求
1、本科以上學(xué)歷,5年以上相關(guān)工作崗位經(jīng)驗(yàn) ,有高端會(huì)所運(yùn)營(yíng)管理經(jīng)驗(yàn)者優(yōu)先;
2、優(yōu)秀的理解能力和執(zhí)行能力,工作主動(dòng)性強(qiáng),較強(qiáng)的責(zé)任心;
3、工作態(tài)度端正,執(zhí)行力強(qiáng),敢于挑戰(zhàn)自己,具有良好的抗壓能力,吃苦耐勞。
第4篇 服務(wù)質(zhì)量崗位職責(zé)
口碑-呼叫服務(wù)運(yùn)營(yíng)專家(效能質(zhì)量)-服務(wù)中心 阿里巴巴 阿里巴巴(中國(guó))有限公司,淘寶,阿里,阿里巴巴,阿里研究院,阿里集團(tuán),阿里巴巴 工作職責(zé):
1. 根據(jù)日常服務(wù)數(shù)據(jù)進(jìn)行呼叫中心人力與人效的監(jiān)控和分析,發(fā)現(xiàn)管理上的不足之處并改進(jìn),不斷完善人力、人效管理機(jī)制和體系;
2. 構(gòu)建所屬業(yè)務(wù)的指標(biāo)體系,建立和完善日常業(yè)務(wù)報(bào)告體系,能夠及時(shí)、準(zhǔn)確、完整的呈現(xiàn)部門整體及各項(xiàng)目的運(yùn)作情況,為業(yè)務(wù)模塊和產(chǎn)品提供決策支持;
3. 搭建質(zhì)量管控體系,建設(shè)質(zhì)量管理循環(huán)機(jī)制,推進(jìn)質(zhì)量策略實(shí)施落地;
4. 對(duì)服務(wù)質(zhì)量進(jìn)行多維度分析,發(fā)現(xiàn)共性問(wèn)題,制定策略并推進(jìn)改善,協(xié)同合作方資源持續(xù)推動(dòng)改進(jìn),保障整體的服務(wù)質(zhì)量;
5. 找出影響客戶體驗(yàn)的關(guān)鍵環(huán)節(jié),應(yīng)用系統(tǒng)化思維推動(dòng)系統(tǒng)、流程及產(chǎn)品端的完善,撬動(dòng)品質(zhì)運(yùn)營(yíng)模式的創(chuàng)新。
任職要求:
1. 有5年以上的呼叫運(yùn)營(yíng)管理經(jīng)驗(yàn),熟悉服務(wù)體系運(yùn)作,有六西格瑪認(rèn)證或copc、4ps認(rèn)證優(yōu)先;
2. 具備獨(dú)立思考和較強(qiáng)的數(shù)據(jù)分析能力、質(zhì)量敏感度,能夠快速發(fā)現(xiàn)問(wèn)題推動(dòng)解決;
3. 具備較好的邏輯思考能力及良好的溝通協(xié)調(diào)整合能力,有團(tuán)隊(duì)合作精神;
4. 有獨(dú)立運(yùn)作項(xiàng)目經(jīng)驗(yàn),能帶領(lǐng)虛擬團(tuán)隊(duì)完成復(fù)雜、多角色的服務(wù)標(biāo)準(zhǔn)、外包品質(zhì)管控、服務(wù)評(píng)價(jià)體系的設(shè)計(jì)和優(yōu)化工作;
5. 極強(qiáng)的學(xué)習(xí)力、邏輯思維能力和系統(tǒng)性思考規(guī)劃能力,數(shù)據(jù)敏感度高,具備較強(qiáng)的分析總結(jié)能力。
第5篇 服務(wù)質(zhì)量崗位職責(zé)任職要求
服務(wù)質(zhì)量崗位職責(zé)
服務(wù)質(zhì)量經(jīng)理
basic functions
this person will be responsible for commercial and service operations to develop kohler-branded water filtration / water heater operation strategy， procedures and processes， manage the service and quality system of kohler water filtration， coordinate commercial and after-sales-service activities.
specific responsiblities
? develop commercial and service operation strategy， processes and procedures to support sales growth plan
? develop innovative service business model including water solution / equipment rental
? support distributors in building up service competencies including product/technical training， user data management， procedures to ensure high quality of user service will be delivered
? provide constant product training and technical training for 400 call center and tsa technicians， as well as develop related operation procedures and kpi setting
? product quality data collection and analysis for continuous improvement
? manage professional 3rd party who provide installation， maintenance and repair service activities to customers with proper kpi setting in accordance with different channel’s needs
relationships and contacts
? report to gm-water filt， water heater， k&b china
? frequent contact with distributors commercial and after-sales service teams
? frequent contact with kohler engineering team and outside testing institutions
? frequent contacts with the 3rd party and internal suppliers
? frequent contact with technical service team
education and e_perience requirements
? at least 8 years of relevant e_perience from water filtration products with progressive quality and technical service e_perience
? bachelor degree in engineering or relevant discipline
? capable in communication/coordination with distributors for new business service model and conduct professional trainings
? good understanding of product developing， quality assurance system and technical service system is a must.
? good at managing 3rd party suppliers
? proficient in english and mandarin
? frequent travels are required
basic functions
this person will be responsible for commercial and service operations to develop kohler-branded water filtration / water heater operation strategy， procedures and processes， manage the service and quality system of kohler water filtration， coordinate commercial and after-sales-service activities.
specific responsiblities
? develop commercial and service operation strategy， processes and procedures to support sales growth plan
? develop innovative service business model including water solution / equipment rental
? support distributors in building up service competencies including product/technical training， user data management， procedures to ensure high quality of user service will be delivered
? provide constant product training and technical training for 400 call center and tsa technicians， as well as develop related operation procedures and kpi setting
? product quality data collection and analysis for continuous improvement
? manage professional 3rd party who provide installation， maintenance and repair service activities to customers with proper kpi setting in accordance with different channel’s needs
relationships and contacts
? report to gm-water filt， water heater， k&b china
? frequent contact with distributors commercial and after-sales service teams
? frequent contact with kohler engineering team and outside testing institutions
? frequent contacts with the 3rd party and internal suppliers
? frequent contact with technical service team
education and e_perience requirements
? at least 8 years of relevant e_perience from water filtration products with progressive quality and technical service e_perience
? bachelor degree in engineering or relevant discipline
? capable in communication/coordination with distributors for new business service model and conduct professional trainings
? good understanding of product developing， quality assurance system and technical service system is a must.
? good at managing 3rd party suppliers
? proficient in english and mandarin
? frequent travels are required
服務(wù)質(zhì)量崗位
