Senior Officer, CS Training and Quality Assurance

2 months ago

Hong Kong, Hong Kong SAR China Bupa Full time

Responsibilities:

Designing and delivering training programs to frontline staffs and vendors, including induction, new products, services, and processes related to customer service Identifying training needs by consulting with stakeholders and using needs assessments Working collaboratively as a team player in the Training Team to ensure there is an up-to-date, dedicated central reference point for all technical queries  Working closely with the business and implement recommendations to improve the customer experience through training and development  Completing analysis on quality data, identifying trends and providing refreshment training/coaching to improve on the service quality Keeping fully informed of the new products, policies, promotions, procedures and systems Working with Compliance to ensure that training materials and training delivery methods meet best practice and regulatory requirements and best practice Taking a training lead role for certain projects in the Customer Service as required  Organizing various kinds of core training events and team / culture building activities  Supporting and coordinate external training and logistic arrangements

Experience requirement and delivered performance: 

Preferable with 4 years’ relevant training experience, and related to insurance or medical industry Sold knowledge and experience in all aspects of learning and development including training needs analysis, course design, delivery and evaluation of course effectiveness Proactive, innovative and strong customer-oriented mindset, able to work under pressure Good interpersonal skills, communication skills, facilitation skills and influencing skills are required with emphasis on developing people to achieve successful outcomes Critical thinker with innovative problem solving skills Strong continuous improvement focus  Passionate and result orientated; enjoy working in a fast-paced environment Attentive to details and willing to learn and able to handle multiple tasks within a tight deadline Highly computer literate with proficiency in MS Office and related business and communication tools Good command of both spoken and written English and Chinese Strong stakeholder management experience, with the ability to build and strengthen relationships within the business and externally at all levels

Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

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