Job ref no.: CTT-12629 (CT3117724-01#2758)
HKT Teleservices

Quality Assurance Officer

HKT Teleservices

Benefits
  • 5-day week
  • Medical plan

Recruitment Day
Date: 10 - 28 Dec 2018 (Monday - Friday, Except 14, 21, 24 Dec 2018 and Public Holidays)
Time: 10:00am – 12:00pm, 2pm - 5:30pm
Location: 13/F, 9 Po Lun St, Lai Chi Kok, KLN

Imagine a career where you can unleash your potentials in customer service; contribute your all-round abilities to enhance customer experience throughout the loyalty reward cycle; enjoy flexible time by working shifts and achieve work-life balance. 

We welcome people with strong determination, customer service skills and a heart in customer service to join our team of loyalty experts.

Well established as a dedicated Service Centre representing Asia’s leading travel reward programme, we offer a range of privileges to our frequent flyer members. With over 500 partners worldwide offering an exciting range of travel and lifestyle awards, the loyalty program is transforming into a world class multi-pillar rewards program throughout the region.

Our Missions:

  • You will work closely with the center management team, and support the followings:
  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard
  • Identify outliers, dig deep to uncover root causes, provide sharing and coaching and support team supervisors in developing improvement plans for respective outliers
  • Review progress of new recruits and sub-standard performers
  • Identify major QA trends, common issues and making 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 operations team to ensure consistency and fairness of the quality assessment
  • Recommend QA guidelines for new projects and services

Our perfect teammate will be:

  • Higher diploma or above with a minimum of 1 to 2 years’ relevant experience in quality assurance or supervisory role
  • Solid experience in multi-channel contact analysis and QA is a definite advantage
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service mind, assertive and result-oriented
  • Demonstrable presentation skills with high degree of maturity & sense of responsibility, able to work under pressure
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications

The role comes with attractive benefits such as:

  • 5 week comprehensive and structured training
  • 5-day work week
  • 14 days’ paid annual leave
  • Monthly Performance Incentive
  • Non-Contributory Provident Fund
  • Medical Coverage

Post: Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon
Email: career-teleservices@pccw.com

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-12629 (CT3117724-01#2758)
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 3 years
Career Level
  • Non-management level
Education
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree