Service Quality Assurance Manager

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China DOW JONES Full time

About Us

Dow Jones is a leading global provider of news and business information, delivering high-quality content to consumers and organizations worldwide across multiple formats, including print, digital, mobile, and live events.

Our Mission

We strive to provide exceptional service to our customers and create great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access trusted news and business information published and produced by our marquee brands.

The Role

As a Quality Assurance Specialist, you will be responsible for evaluating and reviewing the quality of agent contact responses to ensure acceptable service standards are met. This includes managing weekly/monthly evaluations, working in compliance with all existing QA Criteria Documents for all channel interactions, and delivering monthly statistical and error reporting to share knowledge with the management team.

Your Responsibilities

  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
  • Manage weekly/monthly evaluations.
  • Work in compliance with all existing QA Criteria Documents for all channel interactions.
  • Deliver monthly statistical and error reporting to share knowledge with the management team.
  • Develop contact calibration approaches to foster alignment with stakeholder auditors.
  • Create, assign, and report errors and coaching opportunities to promote improvement in overall agent performance.
  • Handle and track ad hoc requests and additional assignments.
  • Educate all new Customer Service personnel on the Quality Assurance Program globally.

Your Qualifications

  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
  • Strong MS Office skills - particularly Excel (can maintain complex spreadsheets).
  • Skillset with Google Suite of Products.
  • Strong analytical capabilities.
  • Strong business writing skills.
  • Strong soft skills for effective collaboration with colleagues and teams across services.
  • Willingness to travel.
  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
  • A High School diploma or Equivalent.
  • Experience in coaching and developing team members (preferred).
  • Excellent presentation and knowledge transfer skills (preferred).

Our Benefits

  • Comprehensive Healthcare Plans.
  • Paid Time Off.
  • Retirement Plans.
  • Comprehensive Medical, Dental, and Vision Insurance Plans.
  • Education Benefits.
  • Paid Maternity and Paternity Leave.
  • Family Care Benefits.
  • Commuter Transit Program.
  • Subscription Discounts.
  • Employee Referral Program.

Equal Opportunity Employer

Dow Jones is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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