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Open nowPosted 7 days ago

客服质量运营

micoworld/index145 open roles

Where
Shenzhen, Guangdong, Chinese Mainland
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Your applicationOpen now客服质量运营micoworld/index · Shenzhen, Guangdong, Chinese Mainland

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on micoworld/index's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 7 days ago

The posting

1. 依据质检评分标准，对客服会话、工单处理进行日常抽检打分，覆盖咨询、订单处理、结算、投诉处理全链路； 2. 制定合理抽检频次与样本分配，保证评分公平、公正、可追溯； 3. 对高风险和差评场景重点质检，归因并形成案例库，协同培训组对一线赋能； 4. 输出质检周报，统计合格率、高频问题榜单、客诉归因、个人质量得分，并完成趋势追踪； 5. 联动业务指标（首响、平均响应时长、满意度）做交叉分析，定位薄弱环节； 6. 参与制定、优化质检评分卡和质检流程，定期组织质检校准复盘会，统一评分口径，降低评分偏差； 7. 沉淀典型差错案例和优质服务案例，搭建并维护案例库，推动SOP、FAQ、话术库同步更新。

1. 2年以上客服，有跨境电商、OTA、互联网客服质检或培训相关经验； 2. 熟悉客服平台规则和流程； 3. 熟练使用Excel（数据透视、常用函数等）与PPT，能独立完成数据汇总和报告撰写； 4. 英文均可作为工作语言，具备沟通与书面表达能力； 5. 有其他第二语言者优先，如日语、韩语、东南亚小语种（泰语、越南语、印尼语、马来语等）。 6. 原则性强，客观公正，能顶住人情压力如实评分；细致严谨，对文字和流程敏感，能从大量会话中发现细微异常； 7. 逻辑清晰，善于归纳总结，能把个案问题抽象成可复用的标准和话术； 8. 沟通和推动力强，能跨部门推动问题整改落地。

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