Senior Quality Assurance Officer

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