Responsibilities:

• We are looking for a QA Supervisor for a international Sports Leading Brand
• To perform call assessment objectively by random call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge together with checking on data accuracy to ensure the end-to-end process is fully aligned with prescribed quality requirements. Create and renew the customer model
• To assist Training & QA Manager to develop and implement quality assurance policies and procedures.
• To recommend or suggest enhancement on overall call monitoring or quality assurance mechanism, including assessment form and script in use
• To conduct coaching to frontline CS to identify the strength and weakness and provide improvement recommendation to ensure CE meet the requirement of service quality.
• Produce and comply statistical data / report
• Work with CS Manager and the team to achieve the assigned KPI Perform other responsibilities and duties assigned by Manager to meet business objectives

Requirements:

• Diploma graduates or above;
• Dedicated to excellent customer service & preferably with minimum 2 year working experience in customer service;
• Excellent communication, trouble-shooting and problem solving skills;
• Service-oriented, customer focused, self-motivated, patient and attending to customer's request promptly and responsibly;
• Strong proficiency in both English and Chinese, and especially written English. Fluency in Putonghua is a definite advantage;
• Proficiency in MS office, especially PowerPoint and Chinese Word Processing.

We offer attractive remuneration package to the right candidate. Interested parties please send your full resume with present and expect salary by clicking "Apply now".

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