Job No.: 493673 Employment Type: Full time Departments: Channel Management Job Functions: Quality Assurance, Relationship Management

Job No.: 493673
Employment Type: Full time
Departments: Channel Management
Job Functions: Quality Assurance, Relationship Management

Quality Assurance Manager (Service Intelligence)

Job level Middle
Work exp Minimum 5 Years
Education Bachelor Degree
Location Kowloon
Employment type Full Time
Industry Banking
Job function Banking / Finance > Others
Sales / Business Development / Customer Service > Customer service / Sales Support
Quality Control / Quality Assurance > Quality Control & Assurance
Published On 07/11/2016
ref. 493673

Responsibilities:

  • Manage customer survey and market researches programs on identifying customer expectation
  • Define and measure service interaction standard for different channels
  • Build service intelligence platform through analytics on surveys, research, customer feedback, market benchmark and service measurements
  • Build models to identify business opportunities and drive service enhancements programs for service excellence

Requirements:

  • University holder or above in Quantitative Analysis, Statistics, Business Administration, or related disciplines
  • Minimum 5 years experience in banking or financial industry, 3 years of which with hands-on experience in Service Analytics, Customer Experience, or Service Quality
  • Sound experience in managing customer satisfaction survey and data analytics
  • Knowledge in Excel, Access or other database software, with SAS programming skills is preferred
  • Good project management, organizational and analytic skills
  • Strong communications skills with good command of English and Chinese in both written and spoken (including Mandarin)
  • Proficient in Chinese input methods
We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates. Interested parties, please submit your application online. For details, please visit our website “ http://www.bochk.com

 

Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.