Manager, Training & Quality Assurance

Job duties:-

• Monitor and evaluate the performance of frontline services
• Identify and resolve quality issues in HK & GZ 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.
• Organize training for new hired staff.o Travel to China (GZ) occasionally to align training and quality plan with Mainland counterpart.

Job requirements:-

• University graduate or above 
• Over 5 years of call centre training and quality assurance experience, with at least 3 years of in supervisor role.
• 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.
• Sounded quality assurance sense and service enhancement thinking.
• Proficient in Microsoft Office application
• Good in Cantonese, Mandarin, and English (both verbal and written)