Sr. Quality Evaluator
Concentrix
Date: 2 weeks ago
City: Kuala Lumpur
Contract type: Full time
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
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Additional Information
Job Number26084452
Job CategoryRooms & Guest Services Operations
LocationNo 199 Jalan Bukit Bintang, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 55100
ScheduleFull Time
Located Remotely?N
Position Type Management
职位概述
对所有前厅部职能和人员负责。责任范围包括行李员、总机操作、宾客服务/前台和零售/礼品店（如适用）。作为部门主管，负责指导并与经理和员工合作，成功执行所有前厅部业务，包括客人抵达和离店程序。努力不断提高客人和员工的满意度，并最大限度地提高部门的财务业绩。
求职者个人资料
教育和经验要求
高中文凭或高中同等学历 (GED)；4 年宾客服务、前台或相关专业领域工作经验。
或者
在经认可的大学取得酒店及餐厅管理、酒店管理、工商管理或相关专业的两年制学位；2 年宾客服务、前台或相关专业领域工作经验。
核心工作活动
领导客户服务团队
利用人际关系和沟通技巧来引导、影响和鼓励他人；倡导健全的财务/业务决策；表现出诚实/正直；以身作则。
鼓励和建立团队成员之间的相互信任、尊重和合作。
树立榜样，示范适当的行为。
监督和管理员工。管理所有日常运营。充分了解员工的职位，以便在员工缺勤时履行职责。
与员工建立和保持开放的协作关系，并确保员工在团队内部也这样做。
确保员工在各责任领域中获得认可。
根据每个职位的工作描述，传达绩效预期并监督进度。
庆祝成功并公开表彰团队成员的贡献。
维护客户服务和前台目标
实现和超越目标，包括绩效目标、预算目标和团队目标等。
管理日常运营，确保质量和标准，且每天满足客户的期望。
制定具体的目标和计划，以便优先考虑、组织和完成工作。
让前厅部团队专注于业务的关键组成部分，以推动客户满意度和理想的财务业绩。
开展部门会议并不断传达关于前厅部目标的明确一致信息，以产生期望的绩效。
审核人员编制，确保宾客服务、运营需求和财务目标均得以满足。
了解前厅部业务对客房区域和酒店总体财务目标的影响。
管理部门可控开支以实现或超越预算目标。
管理项目和政策
确保遵守所有前厅部政策、标准和程序。
确保酒店政策被公平一致地执行，根据标准和当地运作程序（SOP...
