問 我應聘的是(shi)已(yi)加(jia)公司的品(pin)(pin)質(zhi)(zhi)管(guan)(guan)理(li)主管(guan)(guan)一職，想(xiang)了解一下品(pin)(pin)質(zhi)(zhi)管(guan)(guan)理(li)主管(guan)(guan)崗位(wei)職責(ze)是(shi)什(shen)么？

答 1.保障執行電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)制(zhi)訂的(de)工作計劃，確保電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)的(de)服(fu)務(wu)(wu)(wu)水(shui)平及(ji)服(fu)務(wu)(wu)(wu)質(zhi)量持續提升(sheng)。 2.認真(zhen)貫徹執行公(gong)司和電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)的(de)各項規章制(zhi)度(du)、業務(wu)(wu)(wu)處理流程。 3.負責電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)客(ke)戶服(fu)務(wu)(wu)(wu)人(ren)(ren)員質(zhi)量檢查工作，通過對客(ke)戶服(fu)務(wu)(wu)(wu)人(ren)(ren)員的(de)工作過程實(shi)(shi)施呼叫監控，對客(ke)戶服(fu)務(wu)(wu)(wu)人(ren)(ren)員的(de)服(fu)務(wu)(wu)(wu)態度(du)、業務(wu)(wu)(wu)水(shui)平等情(qing)況(kuang)作出公(gong)正(zheng)合理的(de)評(ping)價。 4.根據(ju)電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)績(ji)效考(kao)(kao)核管理辦法，結合實(shi)(shi)際(ji)運營狀況(kuang)，匯總電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)人(ren)(ren)員績(ji)效考(kao)(kao)核成績(ji)。 5.確保電(dian)話(hua)(hua)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)重大(da)投訴的(de)及(ji)時通報。