Customer Service Quality Assurance Officer
Make The Right Call
Posted on 2024-12-06
Kwai Fong
1 year(s) work experience
Flexible working hours / Medical insurance / Bonus / On-the-job training / Marriage leave / Paternity leave
Job Highlight
Job Description
Job responsibilities:
- Responsible for quality assessment and quality assurance for voice and non-voice cases at the call centre with the objective of delivering high-quality service to our customer
- Monitor calls by listening recordings or live chat to evaluate the quality
- Evaluate performance by analyzing call performance, such as adherence to scripts, customer service skills, and technical knowledge
- Provide feedback to Training Manager on their performance, highlighting areas for improvement and recognizing exceptional performance
- Identify trends and provide recommendations to Training Manager for improvement
- Prepare reports on performance to Training Manager
- To perform call monitoring and assessment independently to evaluate call agent performance and offer improvement feedback to Call Centre Team
- Develop and implement quality control procedures to identify areas of improvement
- Perform regular updates to Team Managers for reviewing the performance.
- Periodically evaluate new agent’s call quality and provide assess report to Training Manager.
- Assist in ad hoc assignments and projects when needed
Requirements
- Minimum Degree
- Have a strong drive to improve standards and processes
- Ability to self-learn, multi-tasking and working independently
- Proficient in MS office (Word, Excel, PPT and Outlook)
- Good verbal and written skills in English and Chinese
- Prior working experience with call centre or customer service departments would be preferable
- Good analytical and communication skills
- Min 1 Years of experience in related job scope
We offer
- Attractive basic salary with monthly performance bonus
- Flexible working hours
- In-house Gym for employee use
- Comprehensive customer service training
- Marriage leave
- Paternity leave
- Career development
- Medical coverage
- Vibrant and all-inclusive work place
- Equal opportunity Employer
To learn more about Make The Right Call, please visit us www.maketherightcall.com
MAKE THE RIGHT CALL is an equal opportunity & Inclusive employer and welcome applications from all qualified candidates. All application will be treated in strict and confidence and used for recruitment purpose only. As an award winning call centre, our mission is to develop and growth professional customer service candidates. If you think you are one of us, we look forward to meeting you.
| Job Function | |
| Work Location | Kwai Fong |
| Benefits | Flexible working hours / Medical insurance / Bonus / On-the-job training / Marriage leave / Paternity leave |
| Education |
Degree
|
| Skills | Communication / Microsoft Word / Microsoft Excel / Microsoft PowerPoint |
| Spoken Language | Intermediate Cantonese / Intermediate English |
| Written Language | Intermediate Chinese / Intermediate English |
| Employment Type | Full Time |
| Industry | Advertising / Public Relations / Marketing |
About company
Make The Right Call
About Make The Right Call
Make The Right Call is based in Hong Kong with more than 19 years’ experience servicing various industries such as International Publishers, Public Utilities, HK SAR Government Departments, International Non-governmental organizations (NGOs), Fast Moving Consumer Goods (FMCG), Automobiles, Trade Fair Exhibitors, E-Commerce & Lifestyle, it’s also an award winning Call Centre in the Customer Service Industry, and attained it’s ISO27001:2013 and Payment Card Industry (PCI Security Standard) certification in ensuring business processes are handled securely and professionally.
Make The Right Call has established its reputation within the Call Centre industry as the “Customer Service Game Changer" and leader in Customer Experience with ongoing innovation, Data Security Awareness, and enhanced Standard Operating Procedures to meet an ever-changing customer behaviour in the new norm business environment.
Operating 24/7, with a seating capacity of over 330 workstations As a diverse and inclusive organization, we have more than 200 dynamic, energetic, fun and professional team members from all walks of life. Join us at Make The Right Call and learn how you can be a professionally trained Customer Care personnel.
Make The Right Call is based in Hong Kong with more than 19 years’ experience servicing various industries such as International Publishers, Public Utilities, HK SAR Government Departments, International Non-governmental organizations (NGOs), Fast Moving Consumer Goods (FMCG), Automobiles, Trade Fair Exhibitors, E-Commerce & Lifestyle, it’s also an award winning Call Centre in the Customer Service Industry, and attained it’s ISO27001:2013 and Payment Card Industry (PCI Security Standard) certification in ensuring business processes are handled securely and professionally.
Make The Right Call has established its reputation within the Call Centre industry as the “Customer Service Game Changer" and leader in Customer Experience with ongoing innovation, Data Security Awareness, and enhanced Standard Operating Procedures to meet an ever-changing customer behaviour in the new norm business environment.
Operating 24/7, with a seating capacity of over 330 workstations As a diverse and inclusive organization, we have more than 200 dynamic, energetic, fun and professional team members from all walks of life. Join us at Make The Right Call and learn how you can be a professionally trained Customer Care personnel.
