Responsibilities

1. Service Quality Monitoring and Optimization:

(1) Establish a service quality monitoring indicator system and regularly evaluate service quality.

(2) Regularly conduct service quality analysis and reporting, propose improvement suggestions, and optimize service processes.

2. Service Quality Analysis:

(1) Responsible for collecting, organizing, and analyzing operational data of business services, conducting retrospective analysis of typical complaint cases, identifying problems, and proposing improvement suggestions to form a list of issues for improvement.

(2) Supervise relevant departments to implement the problem improvement list, and conduct effect evaluation and notification for the implementation situation.

3. Service Issue Root Cause Analysis and Improvement:

(1) Responsible for root cause analysis of business complaints, conducting early warning analysis and reporting of faults and complaints, and promoting the rectification of focal and difficult issues.

(2) Establish a typical case database for business services to promote the resolution of a category of problems by identifying one issue.

Requirements

1. Education: Bachelor's degree or above in telecommunications, computer science, or a related field.

2. Experience: More than 5 years of relevant work experience, preferably in the telecommunications industry.

3. Skills Required:

- Familiarity with enterprise service processes and customer experience design;

- Strong data analysis and report writing skills;

- Experience in full-process service support for enterprise product is preferred.

4. Language Requirement: Good at both written and spoken English and Chinese.

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