Training Officer

Your Role

• Monitor and evaluate the performance of call centre frontline services

• Assist on identify and resolve service quality issues in Hong Kong & GuangZhou call centres

• Provide coaching and training with reference to existing employee performance

• Conduct comprehensive quality analysis and provide detailed quality assessment reports

• Develop and maintain training materials and oversee the arrangement of training courses

• Provide training for new hired staff

• Occasional travel to GuangZhou to align training and quality plan with Mainland counterpart

 To Succeed in the Role 

• University graduate or above

• 2 years above of call centre training and quality assurance experience

• Strong service awareness, with a focus on customer experience, advanced logical thinking, and problem-solving skills

• Excellent leadership and presentation skills

• Expertise in analysing quality data of hotline service

• Strong quality assurance sense and service enhancement thinking

• Proficient in Microsoft Office application

• Good in Cantonese, Mandarin, and English (both verbal and written)