Objectives:
1. User Rights Affairs of Personal information
• Personal Information (PI) Sensor and Customer Data Security at call center
• Incident Committee related support
• Government Data Security Report and related Audit support
2. MB CCC Quality Management
• MB CCC quality related project management & implementation;
• MB CCC quality management continuous improvement.
Task Description
1. Personal Information (PI) Sensor and Customer Data Security
- Set-up detailed process / procedure for PI case handing at Call center
- Analyze PI related status at call center and set up periodical reporting sensor
- Handle and coordinate Customer Care public email received PI related case
- Coordinate and instruct on the handling of customer's personal information rights requests received from call center
- Risk Control according to Personal Information Protection Law of the People's Republic of China (PIPL) at call center
- Coordinate PI related training for Call center
2. Incident Committee related support
- Participate Committee meeting
- Support and follow-up Committee assigned case
3. Government Data Security Report and related Audit support
- Support User Rights Affair Contact Person assigned tasks
- Window person of CAM & BS to coordinate with related BUs
- Support the preparation of document / report
- Follow-up with actions
4. MB CCC quality related project incubation & implementation:
- Project initiation with desktop research, dedicate analysis in support project scope & approach design in cope with different call centre features (CAC, CCST, TCC, PCSC, etc.) in collaboration with VMOs and QC team;
- Overall project management in cooperation with related BUs (incl. project status tracking, project report, etc.) ;
- Implement quality related project at different call centres with performance regular monitoring for problem shooting and constant improvement.
5. MB CCC quality management continuous improvement
- Regular QC sampling check across different call centers for MB standard consistency check;
- Collaborate and share Voice of Customer to related BU for problem solving;
- Identify problems and define countermeasures in collaboration with VMO/Training/QC team;
- Constantly monitor the performance and timely feedback for the effectiveness of the countermeasures;
- Provide the QC findings as input to both VMO or CCC training for their dedicated content design.