Job Details – Quality Assurance Specialist (Shatin/ Tin Hau)

  • Be the key driver and accountable to improve and maintain the call and service quality in the Managed Service Desk
  • Monitor customer contacts including phone calls, emails and case logging system procedures to ensure service quality and after-work work standard handling
  • Contribute to identify outliers, deep dive to uncover root causes/ issues, provide sharing and coaching to support operation team supervisors/agents in developing improvement plans for respective outliers or case handling as well as minimise potential customer complaints
  • Produce analysis reports and assist the Managed Service Desk Management Team to establish and develop the quality assurance framework/mechanism and documents under ISO 9001 and 20000 framework and requirement
  • Review progress of new recruits and sub-standard performers
  • Identify major QA trends, common issues and make recommendations to management for continuous improvement of the service
  • Conduct regular calibration session with the operation teams/agents to ensure quality compliance and recommend QA guidelines for new projects and services
  • Occasionally support as a transition backfill candidate to the operation teams during staff turnover before confirmed backfill onboarding
  • Higher diploma or above with a minimum of 3 years’ relevant experience in IT system administration, customer service/ quality assurance, contact centre/ helpdesk operation and preferably with supervisory experiences
  • Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
  • Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
  • Demonstrated presentation skills with high degree of maturity & sense of responsibility
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage
  • With ITIL certification is definitely an advantage



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