Assistant Supervisor, Quality Assurance

Responsibilities:

- Support QA team to plan, develop, implement and manage the CS training programs and QA strategies for boosting the operational performance of Contact Centre and for all projects
- Evaluate the service quality of all means of communication with customers, including inbound calls, emails and omni channels
- Planning, development, execution, analysis and evaluation of speech-to-text quality management tools
- Develop initiatives in driving quality service and customer satisfaction of Contact Centre
- Assist managing QA resources and timelines with project management teams
- Keep monitoring the key service indicators to meet the agreed targets
- Deliver QA assessments to ensure excellent customer services in Contact Centre
- Prepare reports on quality improvement measures to facilitate the analysis and drive effectiveness of the result
- Provide feedback and communicate with internal users on improvement strategies and solutions
- Assist all the on-site audits conducted by external providers and risk management project
- Assist in ad hoc assignments or projects when needed

Requirements:

- Degree in business or accounting related disciplines
- 5 years’ relevant working experience with 2 years’ supervisory level in the Quality Assurance and field of servicing industry, with dedication to excellent customer service manner
- Good PC and MS Office 365 knowledge is a must
- Good understanding of Contact Center operations, IVRS and omni channels
- Ability to work autonomously with a high level of initiative, strong organizational skills and ability to perform multi-tasking
- Strong customer service and sales mind-set, result oriented, self-motivated, dedicated, enthusiastic and energetic
- Good team player, capability to lead a collaborative high performing team
- Strong presentation, interpersonal and communications skills, both written and verbal
- Strong reputation for professional integrity, seasoned business judgment and objectivity
- Good command of spoken and written English and Chinese
- Candidate with more experience will be considered as Senior position
- Working location : Tuen Mun or Kowloon Bay


We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary to Human Resources Department by sending Email to career-cso@ pccw.com

For more information on other job opportunities of PCCW, please visit our website: www.pccw.com.

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's privacy statement (http://www.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.