As Hong Kong’s population ages, seniors and their families face challenges such as accidents, declining health, and loneliness. SCHSA addresses these issues through its Care-on-Call Service, a 24/7 support system offering emergency aid, health management, and daily assistance. Its EasyHome Services provide home care, medical escort, cleaning, and rehabilitation support.
SCHSA leverages technology and innovation to deliver people-centric services, aiming to help seniors age in place with dignity and improve family harmony. Every elderly person is a treasure to be valued.
Responsibilities:
Perform call monitoring and assessment independently to evaluate call agent performance, identify and offer constructive feedback for improvement to Contact Centre team
Perform qualitative analysis to drive continuous improvement
Participate in calibration sessions with relevant internal stakeholders to ensure alignment on quality and performance of agent
Maintain database to keep track on the call agent performance from quality perspective
Conduct service audit checking to Contact Centre team
Prepare weekly and monthly report summary on quality assurance findings
Conduct Coaching and training to support call agent to uplift service level
Support the team manager to implement service monitoring projects on different SCHSA touchpoints
Assist in ad hoc assignments and projects when needed
Requirements:
3+ years’ solid working experience in quality assurance role, preferably in Contact Centre or Customer Service Department
Strong analytical, critical thinking skills and attention to detail
Skilled in self-managing tasks and responsibilities
Good understanding of call monitoring mechanism
Proficient in providing constructive feedback
Demonstrates a strong commitment to thoroughness and precision
Candidate with training and coaching experience is highly preferable
Proficient in MS Word, PowerPoint and Excel and Chinese Word Processing
Good command of both written and spoken English & Chinese
Good interpersonal, communication and project management skills
Passion for making an impact in society
Immediate available is highly preferred
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Full-time
举报职位
