Assistant QA & Training Manager /Assistant QA & Training Manager

Position

MISSION & OBJECTIVES

- Set up the quality control system and ensure the total service quality

- Monitor the service quality and set up, maintain and update technical documents

- Report on Key Performance Indicators (KPIs) in order to adhere to process and prevent occurrence of any non-conformity relating to product, process or system

- Drive, develop, coordinate, and conduct a consistent training delivery, and virtual programs to support online sales team to achieve business goal

- Deal with Quality Complaint and make related investigate

- Deliver professional coaching in order to ensure the highest level of boutique experience, client satisfaction, business performance

KEY RESPONSIBILITIES

Monitoring & Reporting

- The quality of service and sales of all ambassadors all channel (includes call / email / Wechat ) are inspected every day

- Service quality monitoring by sampling agents' recordings

- Announce the monthly QA performance of each ambassador by email once a month

- Regularly analyze and discuss service quality problems with team leader, confirm existing problems, make corresponding counseling arrangements

- Update QA standards and announce to the teams, ensure that all ambassadors are knowledgeable and follow it

- Lead the departmental Quality Monitoring Program that drives employee development and engagement as well as a culture of excellence

- Set and monitor KPI indicators and requirements of online sales, and ensure that the outsourcing call center meets our KPI requirements

Facilitate on-boarding of newcomers

- Conduct the instore part of the New Hire onboarding

- Conduct Product Essential training

- On floor observation of the trainees, giving feedback on progress to the individual, their Line Manager during onboarding and induction

Deliver the product, service and selling skill training

- Deliver engaging, interactive training to our online sales and service team on fashion trends and styling methodology

- Act as the ambassador of Dior products and maintain deep knowledge of our design inspiration by our designers

- Share best practices, resources, and inspirational stories to create excitement and raise awareness on Dior products

COMPETENCY

- Integrity and Trust

Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidence; admits mistakes; doesn't misrepresent him/herself for personal gain

- Process Management

Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources

- Fairness to Others

Treats direct reports equitably; acts fairly; has candid discussions; doesn't have agenda; doesn't give preferential treatment.

- Conflicts Management

Steps up to conflicts, seeing them as opportunities; reading situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise

EDUCATION: Bachelor Degree; LANGUAGE: Fluent in Mandarin and English and in both written and oral communication