About this role
Your role: Monitor customer contacts including phone calls to ensure quality meeting the agreed quality standard Provide individual coaching Identify common issues and make recommendations to management for continuous improvement of the service we deliver to our customers Produce analysis reports and statistical modeling for the management Conduct regular calibration session with the operation team to ensure consistency and fairness of the quality assessment Recommend QA guidelines for new projects and services Perform ad hoc tasks as required To Succeed in this Role: Form 5 / DSE Graduate or above with a minimum of 3 to 4 years’ relevant experience in quality assurance Passed IIQE Paper I, II, III will be an advantage Solid experience in multi-channel contact analysis and QA will be an advantage Good analytical skill and interpersonal skills, able to initiate and drive changes across all levels Strong customer service mind, assertive and result-oriented Critical thinker with innovative problem-solving skills. Meticulous attention to accuracy. Proficiency in MS Office applications (Especially Excel skill Proficiency in spoken Chinese and basic written English