Principal responsibilities:
- Ensure sales & service quality via regular evaluation of customer interactions
- Apply risk and control measures in evaluation activities to sustain quality control standard
- Recommend quality improvement / process streamline / control enhancement initiatives when appropriate
- Arrange regular catch-up meetings with management and operations to share observations and recommendations
- Guide staff to deliver excellent service to customers and sustain our Contact Centre in leading position in terms of premium customer service
- Compile and maintain customer experience related data and records for tracking and monitoring the service performance
- Prepare and support training to ensure standardization on sales & service quality standard and uplift overall sales/service performance
- Assist in administrative works, e.g. prepare performance report, implement staff motivation initiatives etc.
- Handle ad hoc task assigned by management
Requirements:
- University degree or Diploma in business disciplines or related disciplines
- Minimum of three years' banking experience with good understanding of bank products and services, experience in telesales training and telesales quality management would be an advantage.
- Be proactive, vigilant, and paying attentions to details
- Good analytical mind
- A team player with good communications skills
- Proficiency in both English, Chinese and Putonghua
(Candidates with less experience will be considered as Quality Assurance Officer)