Quality Assurance Officer
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
Applications can be sent to us by:
Post : Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon
E-mail : [email protected]
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.
由自助登記至完成刊登招聘廣告只需10分鐘，最快在1天內即完成招聘。