质2015/4/23度检 工 作 制完美 WORD 格式.整理公 司 质 检 工 作 制 度总纲1. 质检岗位描述 ····································································第 3 页2. 质检主管岗位职责····························································第 3 页3. 日常行为规范（日常管理制.专业资料分享.完美 WORD 格式.整理度）····································第 4 页4. 质检工作流程及说明························································第 5 页5. 质检员监听工作范围·····················································第 6页6. 质检录音奖罚细则···························.专业资料分享.完美 WORD 格式.整理································第 8 页7. 质检监听的方式·······························································第 11 页8. 呼叫中心质检报表和报告编写方法·······························第 12 页9. 呼叫中心话术流程规范···················································附.专业资料分享. 3 页完美 WORD 格式.整理1质检岗位描述1.11.21.31.41.5创建 XXXX 呼叫中心服务品牌，建立和维护呼叫中心的质量控制体系；按规定完成抽样监听及评分工作；监控客服人员工作，必要时对客服人员进行在线指导；收集监听中的问题，及时反馈，并形成监听质量分析报告；负责对新进员工进行服务品质、服务流程培训及加强现场话务监控，以保证接通率的达标；1.61.71.81.9根据客服组长提供的资料和监听收集的素材，汇总、整理、编写案例分析；收集并提出培训需求和信息资料改进建议；协助培训老师检查培训的效果，必要时可协助进行培训工作；提出服务质量提升的建议及措施，为领导提供决策依据；提高呼叫中心业务水平；2质检主管岗位职责2.1...
