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Recruit Ref: L049280100
Posting Date: 2020-07-03
Hong Kong Television Network Limited (HKTV)

Established in 1992, the Group possesses extensive and successful experience in telecom market liberalization, popularizing advanced technology and applications. The Group currently engages in the development of Hong Kong's largest 24-hour online shopping mall, HKTVmall, providing an "one-stop shop" platform to people in Hong Kong, including entertainment, online shopping, delivery service and impressive customer experience.

Quality Assurance Supervisor (Customer Experience Management)

What will you be Doing

  • Monitor and evaluate different channels conversation (email, chat, call) to ensure the team meet service standard and achieve operational KPIs such as customer satisfaction, productivity and case management
  • Provide quality analysis and recommendation to enhance overall quality of CS department
  • Establish, implement, and update departmental policies, systems and programs
  • Implement service enhancement program, such as Mystery Shopper Program (MSP) to sustain the service standard for positive business result
  • Document internal audits and prepare reports for management review
  • Perform ad hoc tasks as assigned

Who is our Right Fit

  • Degree holder in business or related discipline
  • Minimum 4 years' of experience in customer service and managing contact centre operation
  • Demonstrate prioritization skills in a fast-paced environment
  • Well organized with ability to manage conflicting demands to meet deadlines
  • Excellent spoken and written English and Chinese
  • Proficient in MS Office applications including Word, Excel, PowerPoint and Chinese Processing
  • Strong attention to details and accuracy
  • Strong statistical knowledge and analytical skills

Wholesale & Retail 
Job Category / Function:
Job Position Level:
Min. Edu. Level Req:
Total Working Exp:
Sai Kung District / Tseung Kwan O
  • Free Shuttle Bus
  • Medical Insurance
  • Life Insurance
  • Dental Insurance
  • Performance Bonus
  • Education Allowance
  • Staff Discount
  • Marriage Leave
  • Birthday Leave
  • Paternity Leave
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