Officer, Operational Excellence - Western Medicine

Conduct monitoring, assessing, and improving the quality of customer interactions in hotline. Ensure hotline agents delivering consistent, accurate, and empathetic service that aligns with company standards and requirements, driving customer satisfaction and operational excellence

Job Description: 

• Monitor and evaluate recorded and live hotline calls using predefined quality standards and metrics.
• Conduct thorough quality assessments to identify strengths and areas for improvement in agent performance.
• Provide timely, constructive feedback and coaching to hotline agents to enhance communication skills, adherence to scripts, and problem resolution efficiency.
• Collaborate with managers, training teams, and management to develop targeted improvement plans and training programs.
• Participate in calibration sessions to ensure consistency and fairness in quality evaluations.
• Maintain detailed records of quality assessments, feedback, and follow-up actions.
• Support ad-hoc tasks assigned by managers

Job requirements:

• HKDSE/HKALE or higher diploma preferable
• Minimum 3 years’ quality assurance, customer services or hotline / retail operational experience
• Good PC skills
• Self-starter, independent with good communication and analytical thinking
• Medical knowledge or training preferable
• Good analytical skills and problem-solving techniques
• Well organized and excellent interpersonal skills
• Proficient in MS Excel and Power Point
• Good command of written and spoken English and Chinese