岗位职责
About Us Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value. Title : QA Manager Location : Shanghai, China Key Roles and Responsibilities Quality Management System & AI Empowerment Responsible for the establishment, maintenance, and continuous optimization of the department's quality management system, building a customer experience assurance framework and service standards. Leverage AI tools and methodologies to establish intelligent service quality issue detection mechanisms, improving the accuracy and efficiency of problem identification. Utilize AI-driven quality inspection analysis, customer feedback mining, and automated badcase root cause analysis to identify key issues impacting customer satisfaction from large volumes of data. Build an evaluation framework for AI chatbot service capabilities, measuring chatbot performance across dimensions such as resolution rate, customer satisfaction, and escalation rate, to continuously optimize AI service quality. Business Improvement & Cross-Team Collaboration Based on data analysis, case analysis, and AI insights, identify improvement opportunities from perspectives including service process optimization, risk compliance, and early warning analysis; drive process transformation and system optimization. On the basis of business understanding, collaborate cross-functionally with product, technology, and operations teams to ensure service solutions are implemented across all channels (human + AI). For major and cross-regional topics, coordinate with relevant teams to develop and implement effective solutions covering service processes, business rules, merchant policies, and other areas. Team Management & Operations Monitoring Establish a systematic and visualized operations metrics framework; continuously improve service delivery quality through metrics monitoring. Manage team staffing, daily operations, and personnel development. Travel as needed to support QA work across locations, including overseas teams. Qualifications Education & Experience Bachelor's degree or above. 5+ years of experience in internet customer service or product operations, with at least 2 years in quality management. Experience in AI applications in customer service/quality inspection is preferred, including but not limited to: AI-assisted quality inspection, intelligent customer service evaluation, NLP/large language model applications in service quality analysis. AI & Data Capabilities Possess a data-driven, product-oriented, and AI-enabled operational mindset; able to leverage AI tools to enhance the efficiency and depth of quality management. Familiar with AI chatbot service mechanisms and evaluation methods; able to design appropriate metrics to measure AI service capabilities. Strong data analysis skills (Excel, SQL); able to identify issues from data and drive decision-making. Business & Professional Skills Understanding of AI technology application scenarios; able to integrate AI capabilities with quality management use cases Soft Skills Excellent cross-team communication and collaboration skills; able to remain calm under pressure Leadership and team management capabilities; able to motivate and develop team members Strong English proficiency in reading, writing, listening, and speaking Preferred Qualifications Project management experience Why Trip.com Group Joining Trip.com Group is like taking an adventure filled with excitement and success. With a group of fellows who are passionate about making every trip the perfect trip for over 400 million customers around the globe, you will be part of a journey of globalization and have a world-class stage to unleash your talent. Opportunities are unlimited, so is your growth. If you also embrace boldness and inclusion as we do, this is the place to leap forward!
职位要求
- 互联网客户服务领域或者业务安全领域10年以上产品运营经验，熟悉平台的产品运营工作方式，有体系化思维和落地能力；
- 熟悉客户服务全链路流程解决方案，有端到端流程的规划、建设、产品运营与业务经验；
- 具备数据化/产品化/ai化运营思路，通过数据驱动/产品优化/ai服务方式拿到业务结果；
- 良好的英文听说读写能力；
- 团队管理经验。
