Quality Operations Specialist

Job description

职位描述 中文

• 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。
• 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。
• 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。
• 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。
• 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。
• 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。
• 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。
• 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
• 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.
• Lead the QA team (approx. 5–8 people); set team goals and operating rhythm, drive professional capability building and talent pipeline development.
• Design and implement QA methodologies, including sampling rules, scoring rubrics, calibration mechanisms, and QA process SOPs, ensuring consistency and fairness of quality evaluation.
• Identify service quality issue trends through data analysis (DSAT, VOC, escalations, recurring issues); proactively surface systemic risks and drive root cause analysis and improvement.
• 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.
• Lead quality escalation handling in critical scenarios (major complaints, operational anomalies, compliance risks) to safeguard service baselines.
• Contribute to business reviews and QBRs; deliver data-driven quality insights and actionable recommendations.
• 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.