Job ref no.: CTT-12635 (CT3117724-01#2764)
HKT Teleservices

Quality Assurance Officer

HKT Teleservices

Benefits
  • 5-day week
  • Medical plan

Responsibilities:

  • 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.

Requirements:

  • 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
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-12635 (CT3117724-01#2764)
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