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Employer Ref: RTT-12787
Recruit Ref: L0485091684
Posting Date: 2019-12-06
HKT Teleservices
HKT Teleservices

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

Quality Assurance Officer (General Customer Hotline)

On behalf of our client (a famous financial services / E-business company), we invite aggressive service-oriented candidate to join as Quality Assurance Officer for the following challenging and rewarding position.



  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard

  • Review progress of new recruits and sub-standard performers

  • Identify common issues and make 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 operation team to ensure consistency and fairness of the quality assessment

  • Recommend QA guidelines for new projects and services

  • Perform ad hoc tasks as required



  • Diploma or degree holder with a minimum of 3 years’ relevant experience in quality assurance

  • Solid experience in multi-channel contact analysis and QA will be an advantage

  • Good analytical skill and interpersonal skills, able to initiate and drive changes across all levels

  • Strong customer service mind, assertive and result-oriented

  • Proficiency in MS Office applications and Chinese word processing

  • Proficiency in spoken and written English, Chinese and Mandarin is a prerequisite

  • Able to work on shift duty (Work on public holiday may be required)


We Offer

  • 5-day work week

  • 14 days’ paid annual leave

  • Medical Coverage since commencement date

  • PCCW Group Staff Discount

Applications should be sent to us by clicking the

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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Job Position Level:
Employment Term:
Full Time 
Min. Edu. Level Req:
Total Working Exp:
3 or above 
  • Five-Day Work
  • Medical Insurance
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