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Employer Ref: RTT-03770
Recruit Ref: L0485094383
Posting Date: 2020-03-27
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 http://www.hktteleservices.com/ .

Quality Assurance Officer (Travel and Lifestyle)

Imagine a career where you can unleash your potentials in customer service; contribute your all-round abilities to enhance customer experience throughout the loyalty reward cycle; enjoy flexible time by working shifts and achieve work-life balance.

We welcome people with strong determination, customer service skills and a heart in customer service to join our team of loyalty experts.

Well established as a dedicated Service Centre representing Asia’s leading travel reward programme, we offer a range of privileges to our frequent flyer members. With over 500 partners worldwide offering an exciting range of travel and lifestyle awards, the loyalty program is transforming into a world class multi-pillar rewards program throughout the region.

Our Missions: 
You will work closely with the center management team, and support the followings:

  • Monitor customer contacts including phone calls and emails to ensure quality meeting the agreed quality standard
  • Identify outliers, dig deep to uncover root causes, provide sharing and coaching and support team supervisors in developing improvement plans for respective outliers
  • Review progress of new recruits and sub-standard performers
  • Identify major QA trends, common issues and making 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 operations team to ensure consistency and fairness of the quality assessment
  • Recommend QA guidelines for new projects and services 

Our perfect teammate will be: 

  • Higher diploma or above with a minimum of 1 to 2 years’ relevant experience in quality assurance or supervisory role
  • Solid experience in multi-channel contact analysis and QA is a definite advantage
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service mind, assertive and result-oriented
  • Demonstrable presentation skills with high degree of maturity & sense of responsibility, able to work under pressure
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications

The role comes with attractive benefits such as:

  • 7 week comprehensive and structured training
  • 5-day work week
  • 14 days’ paid annual leave
  • Monthly Performance Incentive
  • Non-Contributory Provident Fund
  • Medical Coverage 

Application Method:

Interested parties please forward detailed resume to Human Resources, HKT Limited, 13/F, 9 Po Lun Street, Lai Chi Kok, Kowloon or email to Telsjobs1@pccw.com or WhatsApp/Line/WeChat 9331 1311 for enquiries.


Summary
Industry:
Tele-communications 
Job Position Level:
General 
Employment Term:
Full Time 
Min. Edu. Level Req:
Associate Degree / Higher Diploma 
Total Working Exp:
1-2 
Salary(HKD):
--
Location:
Tsuen Wan District
Benefits:
  • Five-Day Work
  • Medical Insurance
  • Performance Bonus
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Keywords: HKT,PCCW
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