Officer, Customer Experience (Cantonese Market)

Job Description

We are looking for an experienced quality assurance/customer experience professional to join our Project team. The specialist will be responsible for the quality and customer experience of the sales representative ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. Ability in liaising with various stakeholders in order to leverage synergies between Operations, Training and Quality is critical to success to build a center of excellence.

Job Requirements

- 2+ years’ experience preferred in quality assurance role in an outbound contact center sales environment.
- Fluency in English and one other language is mandatory (as specified)
- Expert familiarity with quality review in sales environment.
- Comfortable communicating with all levels of management (including internal and external stakeholders)
- Demonstrated proficiency in multi-tasking and prioritization.
- Clearly demonstrated passion for ensuring the success of company culture of excellence and commitment to quality.
- Strong practical experience with Excel/Powerpoint (PivotTable, Charts) is a plus. There will we weekly and/or monthly reports for the clients to show progress.
- COPC/Six Sigma Qualifications is a plus
- Excellent analytical abilities as demonstrated by gathering, analyzing and delivering information in both verbal and written formats.
- Ability to provide balanced coaching and feedback to develop employees/agents.
- Ability to conduct skills gap analysis and provide actionable feedback to training team.

Work Location