Job No.: 493657 Employment Type: Full time Departments: Channel Management Job Functions: Customer Service, Quality Assurance, Relationship Management

Job No.: 493657
Employment Type: Full time
Departments: Channel Management
Job Functions: Customer Service, Quality Assurance, Relationship Management

Quality Assurance Manager (Service Quality)

Job level Middle
Work exp Minimum 3 Years
Education Bachelor Degree
Location Tai Kok Tsui
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. 493657

Responsibilities:

  • Define and measure service interaction standard for each channel
  • Monitor and drive service enhancements programs for service excellence
  • Work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff
  • Lead and drive recognition program, staff events, award presentations, and team building activities to boost sales and service morale
  • Review, refine and evaluate service improvement programs and activities
  • Through customer feedback (customer complaints, customer satisfaction survey, etc.), make recommendations for improvement so as to enhance service levels and reduce complaints
  • Derive initiatives that reinforce a strong service culture
  • Handle ad-hoc service / communication projects

Requirements:

  • Degree or above with major in Business Administration or relevant discipline
  • At least 3 years experience in Banking or Financial industry, 2 years of which are focused on Customer Experience or Service Quality
  • Knowledge of basic banking product and compliance requirement
  • Work experience in banking frontline will definitely be an advantage
  • Good project management skills
  • Good team-player, proactive, and self-motivated
  • Strong communication and presentation skills, with good command of both spoken and written English and Chinese, including Mandarin
  • Proficient in PC applications (MS Office and Chinese word-processing)
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.