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

CHRISTIAN DIOR MAISON

“Whatever you do – whether for work or pleasure – do it with passion! Live with passion,” wrote Christian Dior.

Well before he embarked on his destiny as a couturier, Christian Dior was fascinated with art. The young Normandy native and several friends opened an art gallery when he was just 23. In 1938 he learned the métier of pattern cutter with Robert Piguet and three years later began working as a designer for Lucien Lelong. Right from the founding of his Maison in 1946, he transformed his dreams into irresistible creations, seeking to break with the somber war years by elevating pure joy. His visionary spirit celebrated and enchanted women the world over. In only ten years, Monsieur Dior revolutionized the conventions of elegance and femininity, designing collections infused with dreams.