质 检 工 作 制 度 2015/4/23 完美W ORD 格式.整理 . 专业资料分享 . 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 完美W ORD 格式.整理 . 专业资料分享 . 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··························· 完美W ORD 格式.整理 . 专业资料分享 . ································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 3 页 完美W ORD 格式.整理 . 专业资料分享 . 1 质检岗位描述 1.1 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； 1.2 按规定完成抽样监听及评分工作； 1.3 监控客服人员工作，必要时对客服人员进行在线指导； 1.4 收集监听中的问题，及时反馈，并形成监听质量分析报告； 1.5 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； 1.6 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； 1.7 收集并提出培训需求和信息资料改进建议； 1.8 协助培训老师检查培训的效果，必要时可协...
