质检工作制度精要.docx

质检工作制度总 纲前言及质检目的····································································第3页质检岗位职责········································································第4页日常行为规范（日常管理制度）·······································第5页质检工作流程及说明····························································第6页质检员监听工作范围·························································第7页质检录音奖罚细则·······························································第10页质检监听的方式···································································第14页质检报表和报告编写方法··················································第15页呼叫中心话术流程规范····