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Job ref no.: CTT-10785 (CT3123398-01#1506)
HKT Teleservices

Quality Assurance Officer (General Customer Hotline)

HKT Teleservices

Benefits
  • 5-day week
  • Medical plan

On behalf of our client (a famous financial services / E-business company), we invite aggressive service-oriented candidate to join as Quality Assurance Officer for the following challenging and rewarding position.

Responsibilities

  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard
  • Review progress of new recruits and sub-standard performers
  • Identify common issues and make recommendations to management for continuous improvement of the service we deliver to our customers
  • Produce analysis reports and statistical modeling for the Center Management Team
  • Conduct regular calibration session with the operation team to ensure consistency and fairness of the quality assessment
  • Recommend QA guidelines for new projects and services
  • Perform ad hoc tasks as required

Requirements

  • Diploma or degree holder with a minimum of 3 years’ relevant experience in quality assurance
  • Solid experience in multi-channel contact analysis and QA will be an advantage
  • Good analytical skill and interpersonal skills, able to initiate and drive changes across all levels
  • Strong customer service mind, assertive and result-oriented
  • Proficiency in MS Office applications and Chinese word processing
  • Proficiency in spoken and written English, Chinese and Mandarin is a prerequisite
  • Able to work on shift duty (Work on public holiday may be required)

We Offer

  • 5-day work week
  • 14 days’ paid annual leave
  • Medical Coverage since commencement date
  • PCCW Group Staff Discount

Applications should be sent to us to PCCW-TELSJobs2@pccw.com

Post: Human Resources Department, 13/F, 9 Po Lun Street, Meifoo, Kowloon

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.

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More job information
Job ref no. CTT-10785 (CT3123398-01#1506)
Salary
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Non-management level
Education
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree