Quality Assurance Specialist

5 days ago


Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia, Limited (BEA) Full time
Service Quality Manager Role

As a Service Quality Manager at The Bank of East Asia, Limited (BEA), you will be responsible for ensuring excellent customer service and experience across all touchpoints.

This involves:

  • Logging and handling customer complaints and feedback in accordance with internal and external regulatory requirements
  • Coordinating with relevant business parties to investigate investment and insurance product-related complaints and report mis-selling cases
  • Managing the customer complaint handling workflow at the bank level and working closely with complaint handlers in each department to ensure compliance with the latest regulatory requirements and ISO standards
  • Reviewing complaint investigation reports and supporting documents to conclude substantiation
  • Identifying root causes from complaints and suggesting quality improvement initiatives to prevent repetition
  • Preparing regular reports, statistics, and analytics for concerned parties

To succeed in this role, you will require:

  • University graduate in Banking, Business Management, Total Quality Management, or a related discipline
  • A minimum of 5 years' experience in customer services or service quality with a proven track record in implementing service improvements and experience in investment and insurance product complaints handling
  • Sound knowledge of personal banking services and operations and familiarity with related regulatory requirements
  • Ability to analyze large sets of data and communicate findings to others
  • Strong communication, presentation, analytical, and problem-solving skills, and the ability to use slides, graphs, and charts to tell the story and show process improvement
  • Capability of influencing stakeholders in providing professional suggestions and support on service quality in the bank


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