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QA, Training

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Mox Bank Full time
QA, Training & MI Manager, Contact Centre

2 weeks ago Be among the first 25 applicants

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it's all up for us to define together.

Why Mox

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can't be fun?

What we are looking for?

We are now looking for a passionate individual to join our Contact Centre. You will work directly with the management of the Contact Centre to monitor and uplift the performance of the team, and devise ways to improve the overall efficiency and effectiveness of the team. Mox is one of the leading virtual banks in HK. You will work with the top notch individuals from the industry, and leverage on our latest technology to deliver the world class services to our customers.

Responsibilities

  • Develop Quality Assurance framework including monitoring, 1:1 coaching and supporting individual agents
  • Design training mechanism to uplift the overall standard of quality of the contact centre
  • Provide onboarding training to new joiners to rapid suit the job requirements
  • Collaborate with stakeholders for updates in products, promotion campaigns or workflows with FAQs and call scripts enhancement to ensure alignment on quality and performance
  • Work closely with the relevant teams to identify ways to reduce the incoming calls and chats, improve the overall customer experience, and promote self-service
  • Prepare quality documentation and reports by collecting, analysing, and summarizing the information/trend in the contact centre
  • Assist the Head/Lead of Contact Centre to monitor the key performance indicators, identify areas of improvements and execute the improvement plan in contact centre
  • Review and prepare the capacity plan of the Contact Centre Team, assist to review the roster arrangement to achieve efficiency and effectiveness
  • Forecast and maintain the monthly expenses of the team to ensure it is within the annual budget
  • Perform ad hoc tasks assigned

Requirements

  • University graduates
  • At least 5 years' work experience in the customer service team of any financial institution; direct relevant experience an advantage
  • Positive mindset and can-do spirit, doesn't mind going the extra mile
  • Strong analytical, written and verbal communication skills

All personal data provided by applicants will be used for recruitment and other employment-related purposes only. Personal data of unsuccessful applicants will be erased within 24 months of rejection of the applicant's application.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Banking

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