Job ref no.: CTT-12538 (CT3117724-01#2684)
HKT Teleservices

Quality Assurance Officer

HKT Teleservices

  • 5-day week
  • Medical plan


  • Monitor customer contacts including phone calls and emails to ensure exceptional quality standard is achieved;
  • Identify areas of improvement and making recommendations to management for continuous improvement of the service we deliver to our customers;
  • Prepare and analyze the quality reports for the Center Management Team for review;
  • Conduct regular benchmarking session with the team to ensure consistency and fairness of the quality assessment;
  • Participate in client calibration programs to identify client’s expectations and develop the comprehensive quality assurance framework to suit the client’s needs;
  • Performs other responsibilities and duties assigned by managers to meet business objectives.


  • HKCEE / DSE or above with 3 years’ customer service experience in Contact Center;
  • Strong customer service mind, assertive and result-oriented;
  • Possess strong analytical skill, able to initiate and drive changes across all levels;
  • Independent, resilient with positive attitude, able to work under pressure;
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese;
  • Proficiency in MS Office application and Chinese inputs;
  • Occasional travelling to PRC may be required.

Post: Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, 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-12538 (CT3117724-01#2684)
  • N/A
Job Function
Employment Term
  • Full-time
  • 3 years
Career Level
  • Non-management level
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree