Quality Operations Specialist

职位描述 中文 1. 负责全球（非中国大陆）酒店服务团队的整体质量管理工作，搭建并持续优化质量指标体系、质检标准和监控机制。 2. 带领质检团队（约 5–8 人），制定团队目标与工作节奏，推动团队专业能力建设和梯队发展。 3. 主导质检方法论的设计与落地，包括抽检规则、评分标准、校准机制（calibration）、质检流程 SOP 等，确保质量评估的一致性与公正性。 4. 通过数据分析识别服务质量问题趋势（DSAT、VOC、投诉升级、重复问题等），主动发现系统性风险并推动根因分析与改进。 5. 与培训团队紧密联动，将质检发现转化为培训需求，推动质培一体化闭环；与运营、产品、流程团队协作，推动跨职能质量改进。 6. 在关键场景下（重大客诉、业务异常、合规风险）主导质量升级处置，保障一线服务底线。 7. 参与业务评审、QBR 等关键汇报，产出基于质量数据的业务洞察与行动建议。 8. 建立质量治理机制，推动一线团队形成质量意识和自检文化，而非依赖事后抽检。 English 1. Own end-to-end quality management for the Global (ex-Mainland China) hotel support team; build and continuously optimize the quality metrics framework, QA standards, and monitoring mechanisms. 2. Lead the QA team (approx. 5–8 people); set team goals and operating rhythm, drive professional capability building and talent pipeline development. 3. Design and implement QA methodologies, including sampling rules, scoring rubrics, calibration mechanisms, and QA process SOPs, ensuring consistency and fairness of quality evaluation. 4. Identify service quality issue trends through data analysis (DSAT, VOC, escalations, recurring issues); proactively surface systemic risks and drive root cause analysis and improvement. 5. Partner closely with the Training team to translate QA findings into training needs, building a closed-loop quality-training mechanism; collaborate with operations, product, and process teams to drive cross-functional quality improvements. 6. Lead quality escalation handling in critical scenarios (major complaints, operational anomalies, compliance risks) to safeguard service baselines. 7. Contribute to business reviews and QBRs; deliver data-driven quality insights and actionable recommendations. 8. Establish quality governance mechanisms and drive front-line quality awareness and self-inspection culture, rather than relying solely on post-hoc sampling. 任职资格 中文 1. 本科及以上学历，酒店管理、旅游、商科或相关专业优先。 2. 5 年以上质检 / 质量管理 / 服务质量运营相关工作经验，有 OTA、呼叫中心、客服中心、酒店或服务行业背景者优先。 3. 具备扎实的质检方法论基础，熟悉质量评估体系设计、抽检策略、校准机制、六西格玛 / COPC / PDCA 等质量管理工具或框架。 4. 3 年以上团队管理经验，能独立带领质检团队并对团队产出负责；具备梯队建设与人才培养能力。 5. 较强的数据分析与洞察能力，能通过指标发现系统性问题并推动结构化改进，而非停留在个案处理。 6. 系统性思维，能设计端到端的质量管理流程与监控体系，并推动跨团队落地。 7. 良好的跨职能协作能力，有质培联动、流程改进或类似跨职能项目主导经验者优先。 8. 英语流利（读写说），能作为主要工作语言使用；其他语言为加分项。 9. 具备较强的向上沟通与业务叙事能力，能在 QBR 等场合清晰输出质量洞察与行动建议。 English 1. Bachelor's degree or above; hospitality, tourism, business, or related fields preferred. 2. 5+ years of experience in QA, quality management, or service quality operations; OTA, call center, contact center, hotel, or service industry background preferred. 3. Solid grounding in QA methodologies; familiar with quality evaluation framework design, sampling strategy, calibration mechanisms, and quality management tools / frameworks such as Six Sigma, COPC, or PDCA. 4. 3+ years of people management experience; able to independently lead a QA team and own team deliverables; demonstrated capability in talent pipeline development. 5. Strong data analysis and insight skills; able to identify systemic issues through metrics and drive structured improvements, rather than handling individual cases. 6. Systematic thinker; able to design end-to-end quality management processes and monitoring frameworks, and drive cross-team adoption. 7. Strong cross-functional collaboration skills; experience leading quality-training integration, process improvement, or similar cross-functional initiatives preferred. 8. Fluent English (read/write/speak) as the primary working language; additional languages are a plus. 9. Strong upward communication and business storytelling skills; able to clearly deliver quality insights and action recommendations in QBRs and similar forums.