Officer, CS

3 days ago


Kowloon, Hong Kong SAR China Senior Citizen Home Safety Association Full time

Officer, CS & Quality Assurance ( 3 Years Contract) Perform call monitoring and assessment independently to evaluate call agent performance, identify and offer constructive feedback for improvement to Contact Centre team. Perform qualitative analysis to drive continuous improvement. Participate in calibration sessions with relevant internal stakeholders to ensure alignment on quality and performance of agent. Maintain database to keep track on the call agent performance from quality perspective. Conduct service audit checking to Contact Centre team. Prepare weekly and monthly report summary on quality assurance findings. Conduct Coaching and training to support call agent to uplift service level. Support the team manager to implement service monitoring projects on different SCHSA touchpoints. Assist in ad hoc assignments and projects when needed. Requirements 3+ years’ solid working experience in quality assurance role, preferably in Contact Centre or Customer Service Department. Strong analytical, critical thinking skills and attention to detail. Skilled in self-managing tasks and responsibilities. Good understanding of call monitoring mechanism. Proficient in providing constructive feedback. Demonstrates a strong commitment to thoroughness and precision. Candidate with training and coaching experience is highly preferable. Proficient in MS Word, PowerPoint and Excel and Chinese Word Processing. Good command of both written and spoken English & Chinese. Good interpersonal, communication and project management skills. Passion for making an impact in society. Immediate available is highly preferred. Established in 1996, Senior Citizen Home Safety Association (SCHSA) is one of the most established social enterprises in Hong Kong and a self-financing non-profit organization. As Hong Kong’s population ages, seniors and their families face challenges such as accidents, declining health, and loneliness. SCHSA addresses these issues through its Care-on-Call Service, a 24/7 support system offering emergency aid, health management, and daily assistance. Its EasyHome Services provide home care, medical escort, cleaning, and rehabilitation support. SCHSA blends technology and innovation to help seniors age in place with dignity, safely, and harmony. Your application will include the following questions: Which of the following statements best describes your right to work in Hong Kong? What's your expected monthly basic salary? #J-18808-Ljbffr


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