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Quality Assurance Specialist

Full-time
Intermediate (3-6 years)

Posted 

Technical Skills

  • Customer Service
  • Quality Assurance
  • Training

Job Description

Quality Assurance Specialist

Location: Hong Kong, HK

Job Summary

Provides objective call assessment on the quality of phone handling skills of frontline staff according to the preset criteria, and delivers training to frontline staff in order to ensure the quality objectives of Contact Management and the quality assurance scheme is adequately communicated; and assists Team Heads to provide complaint investigation.

Job Responsibilities

Call Quality Monitoring

  • Provides objective call assessment and constructive criticism on the quality of service handling skills of frontline staff according to the preset criteria;
  • Holds regular calibration sessions with the frontline counterparts, provide constructive criticism and feedback on vital areas of service quality and performance;
  • Prepares regular and on demand service monitoring report to Team Leaders for individual performance tracking;
  • Provides instant quality assessment through onsite floor patrol and coaching to support frontline service;
  • Conducts regular mystery shopping to monitor call/walk-in service quality

Training and Development

  • Delivers quality assurance mechanism and the measuring criteria to frontline service;
  • Reviews and fine-tunes continuously the quality assurance mechanism to ensure it meets with the business requirements and customer expectations;
  • Facilitates the benchmarking on our quality standard with the market trend on an on-going basis;
  • Provides feedback on strengths and weaknesses of the  frontline staff’s call handling performance and to recommend ways to continuously uplift the quality;
  • Identifies and recommends the training needs by monitoring the QA trends;
  • Formulates training plans with relevant parties to ensure frontline staff are well equipped with service skill/job knowledge;
  • Assists in formulating reward and recognition programs to reward the top performers on QA perspective;
  • Holds briefing sessions to frontline staff to ensure the quality objectives of Call Centre and the quality assurance scheme is adequately communicated
     

Complaint Investigation

  • Assists Team Heads to conduct on demand complaint investigation by facilitating in-depth tape recording review and preparing case summary report

Other responsibilities

  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Job Requirements

  • Tertiary education graduate in any discipline, or secondary education graduate with 4 years working experience
  • Minimum 3 years relevant working experience of which 1 year is in supervisory position
  • Hands-on experience in customer service
  • Basic insurance and pension knowledge would be definitely an advantage

We offer an attractive remuneration package to the successful candidate.  Please submit your application by clicking “Apply Now” for our processing.

All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
QualificationAIA Professional Accountancy Qualification
LanguageEnglish
AIA Group LimitedInsurance and Reinsurance

AIA Central, 1 Connaught Rd Central, Central

directions_walk13 mins walk from Admiralty Station