Senior Quality Assurance Specialist / Quality Assurance Specialist
Automated Systems (HK) Ltd
- Company Industries：Information Technology
Job Information
- Post Date：2022-06-17
- Career Level：Entry Level
- Location：Shatin Area
- Yr(s) of Exp：3 years
- Qualification：Non-Degree Tertiary
- Employment Type：Full Time
- Job Function：Information Technology (IT) Support Testing / QA Network & System
- Benefits：Medical insurance
Job Description
Job Responsibilities:
- Be the key driver and accountable to improve and maintain the call and service quality in the Managed Service Desk
- Monitor customer contacts including phone calls, emails and case logging system procedures to ensure service quality and after-work work standard handling
- Contribute to identify outliers, deep dive to uncover root causes/ issues, provide sharing and coaching to support operation team supervisors/agents in developing improvement plans for respective outliers or case handling as well as minimise potential customer complaints
- Produce analysis reports and assist the Managed Service Desk Management Team to establish and develop the quality assurance framework/mechanism and documents under ISO 9001 and 20000 framework and requirement
- Review progress of new recruits and sub-standard performers
- Identify major QA trends, common issues and make recommendations to management for continuous improvement of the service
- Conduct regular calibration session with the operation teams/agents to ensure quality compliance and recommend QA guidelines for new projects and services
- Occasionally support as a transition backfill candidate to the operation teams during staff turnover before confirmed backfill onboarding
Requirements:
- Higher diploma or above with a minimum of 3 years’ relevant experience in IT system administration, customer service/ quality assurance, contact centre/ helpdesk operation and preferably with supervisory experiences
- Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
- Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
- Demonstrated presentation skills with high degree of maturity & sense of responsibility
- Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
- Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage
- With ITIL certification is definitely an advantage
- Candidate with less experience will consider as Quality Assurance Specialist
We offer 5-day week, excellent career opportunities, remuneration and benefits to the right candidates. If you have the desire for an exciting and rewarding career, please send us your resume, stating your notice period, present and expected salary to Human Resources Department by clicking "Apply Now".
To learn us more, please visit our website: www.asl.com.hk
We are an equal opportunity employer. All applications will be treated in strict confidence. We regret that only shortlisted candidates will be notified. All personal data will be destroyed within six months after the selection process.
We are an equal opportunity employer. All applications will be treated in strict confidence. We regret that only shortlisted candidates will be notified. All personal data will be destroyed within six months after the selection process.
Company Info
Automated Systems (H.K.) Limited (ASL) has a distinguished and proud reputation of more than 40 years of successful business in Hong Kong and surrounding regions
with our customers, partners and vendors.
We have subsidiaries and associates in a number of locations, including Hong Kong, mainland China, Taiwan, Macau, Thailand, Singapore, Malaysia, Europe and
the United States.
Since our
founding in 1973 and our subsequent public listing on the Stock Exchange of Hong Kong Limited in 1997 under the name of Automated Systems Holdings Limited (“The ASL Group”) (HKEx stock code: 771), we are
well recognized as a leading global IT solutions and services provider for organizations of all sizes and across all industries.
The ASL Group’s ultimate controlling shareholder is Beijing Teamsun Technology Co. Ltd. (“Teamsun”) whose shares are listed on the Shanghai Stock Exchange (Stock
Code: 600410). The Group is a member of the Teamsun Group which recorded turnover with over RMB 5.0 billion and has over 5,000 employees.
With over 2,000 regional employees and an extensive network of leading global partners with whom we have invested heavily over many years, we are able to offer
customers a wide range of innovative solutions and services tailored to their specific business needs.
For details, please visit to our company web site at
http://www.asl.com.hk/
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