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Full-time
high school
Posted 8d ago
~40 hrs/week
Responsibilities
The Senior Quality Assurance Officer will monitor customer contacts to ensure quality standards and provide individual coaching to staff. They will also produce analysis reports, conduct calibration sessions, and recommend guidelines for service improvements.
Requirements
Candidates must have at least 3 to 4 years of relevant quality assurance experience and hold a Form 5 or DSE qualification. Strong analytical, interpersonal, and MS Office skills are required, with proficiency in Chinese and basic English.
Full job description
Your role:
Monitor customer contacts including phone calls to ensure quality meeting the agreed quality standard
Provide individual coaching
Identify common issues and make recommendations to management for continuous improvement of the service we deliver to our customers
Produce analysis reports and statistical modeling for the management
Conduct regular calibration session with the operation team to ensure consistency and fairness of the quality assessment
Recommend QA guidelines for new projects and services
Perform ad hoc tasks as required
To Succeed in this Role:
Form 5 / DSE Graduate or above with a minimum of 3 to 4 years’ relevant experience in quality assurance
Passed IIQE Paper I, II, III will be an advantage
Solid experience in multi-channel contact analysis and QA will be an advantage
Good analytical skill and interpersonal skills, able to initiate and drive changes across all levels
Strong customer service mind, assertive and result-oriented
Critical thinker with innovative problem-solving skills.
Meticulous attention to accuracy.
Proficiency in MS Office applications (Especially Excel skill
Proficiency in spoken Chinese and basic written English
HKT is a technology, media, and telecommunication leader with more than 150 years of history in Hong Kong. As the city’s true 5G provider, HKT connects businesses and people locally and globally. Our end-to-end enterprise solutions make us a market-leading digital transformation partner of choice for businesses, whereas our comprehensive connectivity and smart living offerings enrich people‘s lives and cater for their diverse needs for work, entertainment, education, well-being, and even a sustainable low-carbon lifestyle. Together with our digital ventures which support digital economy development and help connect Hong Kong to the world as an international financial centre, HKT endeavours to contribute to smart city development and help our community tech forward.
HKT is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.
For more information, please visit www.hkt.com.
LinkedIn: linkedin.com/company/hkt
Offices: 39/F, PCCW Tower, TaiKoo Place, 979 King's Road, Quarry Bay, Hong Kong, Hong Kong, HK
Fixed-lineBroadband InternetMobileIntegrated Global CommunicationsContact CentersinnovationIoTmobileTechnologySustainability
How many Data & Analytics jobs are open in Hong Kong Island, China right now?
There are currently 309 open data & analytics positions in Hong Kong Island, China listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Data & Analytics roles in Hong Kong Island, China?
Companies currently hiring include HKT, HSBC, OKX, CLSA, AXA, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Data & Analytics jobs in Hong Kong Island, China?
Yes — 21 of the 309 open data & analytics positions offer remote or hybrid work (0 remote, 21 hybrid).
How do I apply for Data & Analytics jobs in Hong Kong Island, China?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.