Assistant Manager, Training & Quality Assurance
- Hong Kong
- Permanent
- Full-time
- Monitor and evaluate the performance of frontline services
- Identify and resolve quality issues in HK & GZ call centres
- Provide coaching and training with reference to existing employee performance.
- Conduct comprehensive quality analysis and provide detailed quality assessment reports.
- Develop and maintain training materials and oversee the arrangement of training courses.
- Organize training for new hired staff .
- Travel to China (GZ) occasionally to align training and quality plan with Mainland counterpart.
- University graduate or above
- Over 3 years of call centre training and quality assurance experience, with at least 1 years of in supervisor role.
- Strong service awareness, with a focus on customer experience, advanced logical thinking, and problem-solving skills.
- Excellent leadership and presentation skills.
- Expertise in analysing quality data of hotline service.
- Sounded quality assurance sense and service enhancement thinking.
- Proficient in Microsoft Office application
- Good in Cantonese, Mandarin, and English (both verbal and written)