Purpose of the Job:
Ø To ensure the effective quality management and technical support for operation.
Ø The role ensures a focus on compliance both internal and external this includes legal compliance and customer focus around the motor breakdown service provided to the clients.
Requirements:
Ø Bachelor or above
Ø Minimum 5-8 years working experience in quality control relevant position, multinational company background preferred.
Ø Have good knowledge and skills on SLA standards and quality management
Ø Well organized, pro-active and willingness to learn;
Ø Excellent communication, training and presentation skills
Ø Good command of English and Mandarin (verbal and written);
Ø Excellent reporting skills, ability to express in a clear and concise way, whether by written or verbally;
Ø Excellent communication and coordination skills
Ø Team player
Ø Critical about problems and existing processes, open-minded, solution oriented
Ø Proficient in office software, especially in Word, Excel and PowerPoint
Ø High attention to details .
Job Descriptions:
Developing and maintaining a class-leading 3rd party network
Ø Ensure high level of internal and external customer service
Ø Investigate and correct customer issues, complaints and damage cases
Ø Develop and analyse statistical data to determine standards and to establish a reliable and quality service
Ø Develop standards for quality as well as health and safety
Ø Provide technical and statistical expertise to network team
Ø Create, document and implement inspection criteria and procedures
Ø Design, develop and implement quality related training programs
Ø Formulate, document and maintain quality control standards and on-going quality control objectives
Ø Developing innovative strategies to ensure that the network is fully engaged with our business objectives around service, quality, cost, safety, regulatory compliance and information sharing
Ø Responsible for analysing customer satisfaction and loyalty programs , and sharing results and action plans with the network
Ø Responsible for ensuring that an effective network performance management framework is in place which supports contractual and business objectives
Case management and customer advocacy
Ø Working closely with the operation to ensure a joined up approach to case management which delivers a class-leading and cost effective service
Ø Assist with network related action plans arising from customer and colleague feedback
Ø Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
Ø Adherence to the Treating Customers Fairly guidelines
Ø Responsible for document management of contractor information to ensure compliance
Ø Supporting the Finance team with network invoice queries and making decisions within agreed authority limits
Claim cost and leakage
Ø Ensuring that target average job costs are achieved
Ø Assist to identify new ways to reduce costs whilst maintaining service quality
Ø Assist to ensure that decisions for the network and on specific claims are aligned with leakage objectives
Ø Assist to achieve agreed leakage targets and participate when required at internal audit meetings
Accurate and timely management information
Ø Support the provision of management information on network performance for assigned providers.
Ø Analyse ‘Network League Table’ showing key performance indicators and share findings with the network team
Project management
Ø Support the Network team with related business improvement projects and deliver to agreed objectives
Ø Work closely with other members of the team to ensure effective communication of project goals and delivery
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