Service Quality Assurance Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

Company Overview:

Classy Wheeler Limited is a leading IT&T services company in Hong Kong.

Job Summary:

We are seeking an experienced Service Quality Assurance Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring high-quality service delivery to our customers.

Job Description:

  • Account Management:

You will act as a single point of contact for our key customers for all service-related issues.

Work closely with the China Sales Team by providing a service-oriented, customer-focused element to ensure customer satisfaction on company products.

Service Plan Development:

Develop and maintain an up-to-date account service plan which includes but not limited to Account Service Strategy, Network Improvement Plan, Account Profile for improving the overall service quality and customer's operational efficiency.

SLA Establishment:

Establish Service Level Agreement (SLA) with customers and ensure that commitments made are effectively communicated and carried out by operational/functional parties within the company.

Key Performance Indicators:

Formulate, in conjunction with the customer, an agreed definition and understanding of any key service quality indicators required in any formal SLA, and proposing any adjustments where necessary.

Operational Support:

Ensure that appropriate operational contacts are identified within the customer's organization with clear and effective channels of communication defined and understood between customer and company for all day-to-day operational support matters.

Service Quality Management:

Negotiate and agree with the customer the details of a service quality management system which includes measurement systems, reporting systems, early warning indicators, failure thresholds, performance review procedures, control and action processes, and escalation procedures; ensure that where appropriate these are communicated to the operational function points in the company.

Data Analysis and Reporting:

On a predefined basis, collate and analyze data and information pertaining to the agreed service quality management system, produce reports and distribute these to the customer and relevant function points in the company.

Service Recovery:

Monitor service performance, and proactively formulate and manage service quality and recovery plans, involving other operational function points as appropriate.

Performance Reviews:

On a predefined basis, conduct formal performance reviews with the appropriate customer personnel, and report on any quality action plans implemented; ensure that these are effectively communicated to the relevant points within the company.

Escalation Point:

Provide a reliable, accessible, and effective escalation point for the customer on any operational matter or project implementation progress; ensure that any requests for invoice rebates against SLA commitment failures are fairly assessed and approved by the Account Manager.

Collaboration with Internal Teams:

Establish an effective working relationship with the Account Management team, ensuring that the Account Manager is at all times kept updated on significant situations and plans regarding operational service delivery management for the customer.

Resource Coordination:

Coordinate with both customers and internal working parties to secure commitment on resources and activities plan.

Requirements:

  • Education and Experience:

Degree holder with minimum 8 years of Telecom experience, solid experience in customer service management.

Technical Knowledge:

Understanding of data networking including Internet/IP, IPVPN and managed CPE.

Skills and Qualifications:

Knowledge of provisioning process, including test and turn up process, experience in troubleshooting service-related issues.

Professional Certifications:

Possession of PMP, ITIL, CCNX would be an advantage.

Soft Skills:

Customer-focused, mature, independent and able to work under pressure.

Communication Skills:

Strong communication skills and able to communicate with all levels of stakeholders.

Team Player:

Self-motivated and a team player, well-organized.

Languages:

Proficiency in spoken and written in both Chinese (including Putonghua) and English.

Travel Requirements:

Ability to travel for face-to-face meetings with customers and suppliers.

Cultural Awareness:

Familiar with Mainland China culture, or previous exposure in China market would be an advantage.

Salary:

$120,000 - $180,000 per annum, depending on experience.

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