About HKT Teleservices HKT Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited. HKT Teleservices offers clients world class global contact center and BPO services in all facets of voice and non-voice customer...

About HKT Teleservices

HKT Teleservices is an operating subsidiary of HKT, Hong Kong’s premier telecommunications service provider which is majority-owned by PCCW Limited.

HKT Teleservices offers clients world class global contact center and BPO services in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Operating a global network of multi-channel contact centers, HKT Teleservices provides support in languages covering over half of the world’s population.

HKT Teleservices is consistently ranked among the world’s leading contact center service providers. With over 10,000 agent positions in Hong Kong, mainland China, the Philippines, the United States and Panama, HKT Teleservices provides local and multinational companies a wide array of skills to service more than 100 million customer contacts annually. To learn more, please visit http://www.hktteleservices.com/

Recruitment Day - Quality Assurance Officer

Job level Entry
Work exp 1 Year To 2 Years
Education Associate Degree
Language Chinese - Cantonese, Chinese - Mandarin, English
Location
Within Hong Kong
Employment type Full Time
Benefits 5-day week, Medical plan, Performance bonus
Industry Telecommunications
Job function Quality Control / Quality Assurance > Quality Control & Assurance
Sales / Business Development / Customer Service > Channel / Distribution
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 11/01/2019
ref. T01176

Recruitment Day 

Date: 14-31 Jan 2019 (Monday - Friday, Except Public Holidays)

Time: 10:00am – 12:00pm, 2pm - 5:30pm

Location: 13/F, 9 Po Lun St, Lai Chi Kok, KLN

 

Imagine a career where you can unleash your potentials in customer service; contribute your all-round abilities to enhance customer experience throughout the loyalty reward cycle; enjoy flexible time by working shifts and achieve work-life balance. 

We welcome people with strong determination, customer service skills and a heart in customer service to join our team of loyalty experts.

Well established as a dedicated Service Centre representing Asia’s leading travel reward programme, we offer a range of privileges to our frequent flyer members. With over 500 partners worldwide offering an exciting range of travel and lifestyle awards, the loyalty program is transforming into a world class multi-pillar rewards program throughout the region. 

Our Missions:  

You will work closely with the center management team, and support the followings: 

  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard
  • Identify outliers, dig deep to uncover root causes, provide sharing and coaching and support team supervisors in developing improvement plans for respective outliers
  • Review progress of new recruits and sub-standard performers
  • Identify major QA trends, common issues and making recommendations to management for continuous improvement of the service we deliver to our customers
  • Produce analysis reports and statistical modeling for the Center Management Team
  • Conduct regular calibration session with the operations team to ensure consistency and fairness of the quality assessment
  • Recommend QA guidelines for new projects and services  

 

Our perfect teammate will be 

  • Higher diploma or above with a minimum of 1 to 2 years’ relevant experience in quality assurance or supervisory role
  • Solid experience in multi-channel contact analysis and QA is a definite advantage
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service mind, assertive and result-oriented
  • Demonstrable presentation skills with high degree of maturity & sense of responsibility, able to work under pressure
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications 

 

The role comes with attractive benefits such as: 

  • 5 week comprehensive and structured training
  • 5-day work week
  • 14 days’ paid annual leave
  • Monthly Performance Incentive
  • Non-Contributory Provident Fund
  • Medical Coverage  

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 personal data policies, a copy of which will be provided immediately upon request.


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