锦鲤求职岗位描述
Your role:
Monitor customer contacts including phone calls to ensure quality meeting the agreed quality standard
Provide individual coaching
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 management
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
To Succeed in this Role:
Form 5 / DSE Graduate or above with a minimum of 3 to 4 years’ relevant experience in quality assurance
Passed IIQE Paper I, II, III will be an advantage
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
Critical thinker with innovative problem-solving skills.
Meticulous attention to accuracy.
Proficiency in MS Office applications (Especially Excel skill
Proficiency in spoken Chinese and basic written English