Quality Assurance Manager, Service Quality

Responsibilities: Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards; Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme; Develop and drive strategies and plans to improve service levels and customer satisfaction; Responsible for monitoring and improving the quality of service, and

Bank Of China (Hong Kong) Limited - Hong Kong - Full time

Salary: Competitive

Responsibilities:
  • Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards;
  • Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme;
  • Develop and drive strategies and plans to improve service levels and customer satisfaction;
  • Responsible for monitoring and improving the quality of service, and; translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality;
  • To lead and drive recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
  • Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation and implementation of relevant projects;
  • To work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff;
  • Handle ad-hoc service / communication projects.
Requirements:
  • University degree in Business Administration or relevant discipline
  • Minimum 4 years experience in banking or financial industry, 3 years of which with focus in Customer Experience, or Service Quality
  • Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua)
  • Good project management skills
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Proficiency in PC applications in MS Office and Chinese word-processing
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21183018

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