Tier 1 Insurer - Quality Assurance Assistant Manager

Location Hong Kong
Job-type Full Time
Salary Annual Bonus
Contact Rita Yu
Email email Rita
Reference 03082022_1659585084

Your Responsibilities:

  • Conduct regular mystery assessment to monitor call/walk-in service quality
  • Prepare regular and on demand service monitoring report to Team Leaders for individual performance tracking
  • Provides instant quality assessment through onsite floor patrol and coaching to support frontline service
  • Reviews and fine-tunes continuously the quality assurance mechanism to ensure it meets with the business requirements and customer expectations
  • Facilitates the benchmarking on the business's quality standard with the market trend on an on-going basis
  • Identifies and recommends the training needs by monitoring the QA trends
  • Devises training plans to ensure frontline staff are well-trained and assists in formulating reward and recognition programs to reward the top performers
  • Assists the Team Heads to conduct on demand complaint investigation

Your Requirements:

  • Tertiary education graduate in any discipline, or secondary education graduate with 4 years working experience.
  • Hands-on experience in customer service;
  • Basic insurance and pension knowledge would be an advantage

*Attractive Remuneration Package is provided.

If you are interested in this role, please do not hesitate to send your CV to me at rita.yu@connectedgroup.com. All personal data collected will be kept strictly confidential and will be only used for recruitment purposes.