The client is a MNC Insurance Group. To capture their continuous growth, they are looking for an Officer / Sr. Officer – Service Quality (Mystery Shopper/ Market Research / CS) (HKD15k – 25k) to join their professional team.

Responsibilities:

• Support the Life and General Insurance business to maintain high customer service quality and compliance standards
• Perform call assessment objectively by random call monitoring to evaluate front-line performance in terms of telephone manner and customer handling skill and to ensure the end-to-end process is fully aligned with prescribed quality requirements
• Implement and conduct mystery shopper program on scope of service quality
• Analysis customers' feedback from different channels and define the root cause to drive for service improvement
• Provide instant alert and improvement recommendation to front-line when fatal error is found; contribute ideas or suggest enhancement on overall call monitoring or quality assurance mechanism, including but not limited to assessment form and script in use
• Suggest remediation actions or solutions with different approaches and develop improvement plans for respective teams by regular sharing/training
• Prepare analysis reports and statistical modeling for QA result
• Update and maintain best QA procedures, standards and records, including test planning and test data preparation
• Coordinate with internal stakeholders and teams to ensure the service quality and manage customer survey feedback
• Support the customer data generation, analysis and reports for customer program planning and management

Requirements:

• Bachelor's degree in Quality Assurance / Quality Management or related disciplines
• Minimum 2 years of relevant experience in customer service environment with quality management knowledge and skills gained in insurance / financial service industry
• Qualification in IIQE Paper 1, 2 & 3 is preferable
• Research background, mystery shopper implementation and/or customer data reporting experience will be an advantage
• Good command of both spoken and written English, Cantonese and Mandarin
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint and Chinese Word Processing

If you would like to apply for this Officer / Sr. Officer – Service Quality (Mystery Shopper/ Market Research / CS) (HKD15k – 25k) role or find out more, please click "Apply Now" or send your resume to talent(at)lloydkarson.com quoting the reference: 125356