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Job ref no.: MSD_ CK (CT3127519-01#0639)
Automated Systems (H.K.) Limited

Assistant Quality Assurance Supervisor / Senior Quality Assurance Specialist

Automated Systems (H.K.) Limited

About this company

Job Responsibilities: 

You will work closely with the Managed Service Desk management team to support the followings: 

  • Be the key driver and accountable to improve and maintain the call and service quality in the Managed Service Desk
  • Monitor customer contacts including phone calls, emails and case logging system procedures to ensure service quality and after-work work standard handling
  • Contribute to identify outliers, deep dive to uncover root causes/ issues, provide sharing and coaching to support operation team supervisors/agents in developing improvement plans for respective outliers or case handling as well as minimise potential customer complaints
  • Produce analysis reports and assist the Managed Service Desk Management Team to establish and develop the quality assurance framework/mechanism and documents under ISO 9001 and 20000 framework and requirement
  • Review progress of new recruits and sub-standard performers
  • Identify major QA trends, common issues and make recommendations to management for continuous improvement of the service
  • Conduct regular calibration session with the operation teams/agents to ensure quality compliance and recommend QA guidelines for new projects and services
  • Occasionally support as a transition backfill candidate to the operation teams during staff turnover before confirmed backfill on boarding

Requirements: 

  • Higher diploma or above with a minimum of 3 years’ relevant experience in IT system administration, customer service/ quality assurance, contact centre/ helpdesk operation and preferably with supervisory experiences
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
  • Demonstrated presentation skills with high degree of maturity & sense of responsibility
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage 
  • With ITIL certification is definitely an advantage

“If you have the desire for an exciting and rewarding career, please send us your resume, stating your notice period, present and expected salary to Human Resources Department by clicking Apply Now.

To learn us more, please visit our website: www.asl.com.hk

We are an equal opportunity employer. All applications will be treated in strict confidence. We regret that only shortlisted candidates will be notified. All personal data will be destroyed within six months after the selection process.

More job information
Job ref no. MSD_ CK (CT3127519-01#0639)
Salary
Job Function
Industry
Location
  • Shatin
Employment Term
  • Contract
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Non-management level
Education
  • Asso. Deg or High Dip
  • Degree
Benefits
  • 5-day week
  • Medical plan