Senior Officer, Quality Assurance

Country of Location:

China Hong Kong

Job Responsibilities:

• Conduct and monitor call review for Call Centre staffs and ensure their daily operation are complied.
• Provide summary report on call monitoring results at Direct Banking and update Management on any irregularity.
• Monitor to ensure all requests from other department are completed via email / TRS.
• Follow up of Inbound team service request and account maintenance follow up
• Act as a checker role to manage a/c maintenance process.
• Provide customer opinions report to management for service & sales improvement.
• Monitor to ensure all transactions and processes are complied.
• Handle complicated customer inquiries and complaints referred by inbound team.
• Comply with anti-money laundering and counter terrorist financing controls in accordance with regulatory standards and CNCBI policies.
• Clearly communicate with the internal customers regarding their needs and expectations through active listening and proactive questioning skills.

Requirements:

• Preferably Degree holder or equivalent
• 3 years’ experience in retail banking customer services or quality control is preferable
• Detail-oriented and organized with analytical mind
• Good communication and interpersonal skills
• Good command of written and spoken English and Chinese (including Putonghua).
• Proficient in Microsoft Excel, Word, PowerPoint and Chinese word processing.