Position Responsibilities

• Ensure services provided by the Company execute professional processes and standards, achieving objectives of both customer and the company.
• Formulate service assessment standards, implement quality assurance concept within the company, tracking and continuously improving individual and team performances
• Assess coordinator service quality through quality monitoring, excavating business inadequacies of coordinators in terms of service and process as well as recommending improvement advice and requirement
• Optimize processes and assist in uplifting service quality.
• Review and evaluate cases end-to-end, particularly on medical ones which largely require team work to complete, performance of the assessed team(s)
• Conduct real time call monitoring, voice logging monitoring, mysterious call random check, case study, IVR study and report analysis
• Set up staff coaching & staff performance follow up system
• Organize motiving activities jointly with Operation Teams
• Provide insight to foresee potential business and operation risks, initiating preventive action in advance to protect company interests
• Groom up, develop and retain competent team members as well as recommending individual career development to cope with business needs

Education & Experience

• Degree in Business Management or equivalent 
• 5 years Contact Centre Operation experience in which 2 years in supervisory level in quality assurance preferably in MNC
• Equipped with fair amount of Sales and Service Management, Process Improvement, Six-Sigma, COPC knowledge will be an advantage
• Strong interpersonal and communication skills
• Mature, confident and willing to work under pressure
• Good leadership capability and strong "can do" attitude 
• Good computer knowledge in MS Office especially in Powerpoint & Excel
• Proficiency in spoken and written English and Chinese including Putonghua

We offer attractive remuneration package including medical & Life Insurance benefit, birthday leave and discretionary annual bonus, etc.

Interested parties please send resume indicating current, expected salary and availability to HR Department by clicking "Apply Now".

Only shortlisted candidates will be notified. All data collected will be treated in strict confidentiality and used for recruitment purpose only. Personal data of unsuccessful applicants will be destroyed within 24 months from the date of receipt.