Officer, Quality Assurance
長者安居協會 Senior Citizen Home Safety Association
- Ho Man Tin, Hong Kong
- Permanent
- Full-time
- Perform call monitoring and assessment independently to evaluate call agent performance, identify and offer constructive feedback for improvement to Contact Centre team
- Perform qualitative analysis to drive continuous improvement
- Participate in calibration sessions with relevant internal stakeholders to ensure alignment on quality and performance of agent
- Maintain database to keep track on the call agent performance from quality perspective
- Conduct service audit checking to Contact Centre team
- Prepare weekly and monthly report summary on quality assurance findings
- Conduct Coaching and training to support call agent to uplift service level
- Support the team manager to implement service monitoring projects on different SCHSA touchpoints
- Assist in ad hoc assignments and projects when needed
- 3+ years’ solid working experience in quality assurance role, preferably in Contact Centre or Customer Service Department
- Strong analytical, critical thinking skills and attention to detail
- Skilled in self-managing tasks and responsibilities
- Good understanding of call monitoring mechanism
- Proficient in providing constructive feedback
- Demonstrates a strong commitment to thoroughness and precision
- Candidate with training and coaching experience is highly preferable
- Proficient in MS Word, PowerPoint and Excel and Chinese Word Processing
- Good command of both written and spoken English & Chinese
- Good interpersonal, communication and project management skills
- Passion for making an impact in society
- Immediate available is highly preferred
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