Quality Assurance Manager
6 days ago
About Us
The Bank of China is a leading financial institution that values customer-centricity and service excellence. Our goal is to deliver exceptional service experiences that meet the evolving needs of our customers.
Job Description
This role requires a seasoned Quality Assurance professional who can lead our service quality initiatives and drive customer-centricity across our organization. The ideal candidate will have 7 years of experience in banking or financial industry, with a focus on Customer Experience or Service Quality.
Key Responsibilities
- Develop and implement strategies to improve service levels and customer satisfaction;
- Lead the identification and classification of initiatives into a structured customer experience and service excellence framework;
- Foster a customer-centric culture by facilitating best practice sharing and devising service excellence projects and training programs;
- Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation of relevant projects;
- Work closely with department heads and line managers to identify improvement areas and develop strategic plans to improve service quality for frontline staff;
- Handle ad-hoc service / communication projects.
Requirements
- University degree in Business Administration or relevant discipline;
- 7 years experience in banking or financial industry is preferred, 3 years of which with focus in Customer Experience, or Service Quality;
- Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua);
- Good project management skills;
- Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
- Customer-centric and innovative;
- Proficiency in PC applications in MS Office and Chinese word-processing.
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