HKT Teleservices

<p><strong>About Your Role:</strong></p><ul><li><p>Monitor and evaluate the performance of call centre frontline services</p></li><li><p>Responsible on identify and resolve service quality issues in Hong Kong & GuangZhou call centres</p></li><li><p>Provide coaching and training with reference to existing employee performance</p></li><li><p>Conduct comprehensive quality analysis and provide detailed quality assessment reports</p></li><li><p>Develop and maintain training materials and oversee the arrangement of training courses</p></li><li><p>Organize training for new hired staff</p></li><li><p>Occasional travel to GuangZhou to align training and quality plan with Mainland counterpart</p></li></ul><p><strong>About You:</strong></p><ul><li><p>University graduate or above</p></li><li><p>5 years above of call centre training and quality assurance experience, with at least 3 years of in supervisor role</p></li><li><p>Strong service awareness, with a focus on customer experience, advanced logical thinking, and problem-solving skills</p></li><li><p>Excellent leadership and presentation skills</p></li><li><p>Expertise in analysing quality data of hotline service</p></li><li><p>Strong quality assurance sense and service enhancement thinking</p></li><li><p>Proficient in Microsoft Office application</p></li><li><p>Good in Cantonese, Mandarin, and English (both verbal and written)</p></li><li><p>Candidate with less experience will be consider for Assistant Training & Quality Assurance Manager</p></li></ul><p></p><p><strong>About HKT Teleservices</strong></p><p>HKT Teleservices, a subsidiary of PCCW Limited and an operating entity since 1998, is a renowned leader in the business process outsourcing (BPO) industry. Our expertise encompasses a comprehensive range of voice and non-voice customer experience solutions, earning us prestigious accolades.</p><p></p><p>With a global presence, we operate 24-hour, multi-channel customer care centers in Hong Kong and Mainland China, including Guangzhou, Shanghai, Beijing, Chongqing, Yongchuan, and Xian. Our expansive network allows us to cater to clients worldwide, delivering exceptional services and support.<br></p><p>At HKT Teleservices, we specialize in providing innovative digital customer experience (CX) solutions. Leveraging cutting-edge technology and a highly skilled workforce, we offer support in multiple languages, covering over half of the world's population.</p><p></p><p>With our unwavering commitment to excellence, we strive to transform customer interactions, exceed expectations, and drive business growth for our esteemed clients. Partner with us to unleash the full potential of your customer experience strategy and gain a competitive edge in today's dynamic marketplace.</p><p></p><p>Website: <strong>https://www.hktteleservices.com/</strong></p>