Job ref no.: CTT-07633
HKT Teleservices

TQA Trainer & Quality Assurance Officer

HKT Teleservices

Benefits
  • Discretionary bonus
  • Medical plan

Responsibilities:
  • To assist with all aspects of training within service centre
  • To analyze training needs across all service centre staffs and develop new programmes as necessary
  • To design and review training needs, design and review training materials, test papers and assessments
  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard
  • 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
 
Requirements:
  • Degree / Higher diploma with a minimum of 3 years’ relevant experience in quality assurance and/or training 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 & Cantonese
  • Proficiency in MS Office applications
  • Work location: Mei Foo call center
  

To apply :
Post : Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok
E-mail : telsjobs3@pccw.com
Fax : 2962 5613

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-07633 (CT3115165-01#2380)
Salary
  • N/A
Job Function
Industry
Location
  • Lai Chi Kok
Employment Term
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Entry level
Education
  • Asso. Deg or High Dip
  • Degree