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Supervisor, Quality ManagementInter Partner Assistance Hong Kong Limited
Supervisor, Quality ManagementInter Partner Assistance Hong Kong Limited
Job Highlights
  • Coordinate/follow up internal calls quality audit
  • Dynamic working enviornment
  • Hands on and work independently
Job Description

Responsibilities will include, but not limited to:

  • Coordinate quality assurance program and formulate quality control policies in conjunction with operations, account managers, internal control to ensure HK provides services fit for purpose, meet the required quality standards, customer expectations as well as internal compliance
  • Participate and record on the performance of the quality management system, produce data and report on performance
  • Liaise with each Business Unit (BU) to endure the quality management system is functioning properly
  • Ensure the implementation of Quality Initiative Program (QIP) in HK is on track and prepare all related documents, such as monthly dashboard, summary of complaints and compliments as well as individual incident reports
  • Validate complaints with findings and share with in-house call centre Trainer for training and coaching and prepare the summary report to Senior Operation Manager and Supervisor
  • Collaboration work with business units in managing complaints from end to end including to investigate for all BU complaints, craft answers, prepare IRIF documentation, keep complaints record into tracking file, follow up with remedial action to be carried out within business units
  • Conduct calibration to ensure each team leaders are aligned with the required quality standards and to provide a analytic report to the Trainer with finding for the areas for improvement
  • Conduct call calibration to ensure call assessment is aligned with the required quality standard
  • Provide back-up support to KL Hub to facilitate call monitoring when necessary
  • Work cohesively with managers (direct and dotted-line reporting) to ensure the professional processes and standards, achieving of both customer and the company
  • Participate and support BCP and Crisis Drill
  • Provide support to ad-hoc tasks and projects as assigned by management

Education and Work Experience:

  • Bachelor Degree or above in Quality Management; Information Technology or related disciplines
  • 5 years' Contact Centre Operation experience in which 2 years in senior supervisory or above role in quality assurance preferably in MNC
  • Equipped with fair amount of Sales and Service Management, Process Improvement, Six-Sigma, COPC knowledge
  • Solid skills and experience to handle complaints
  • Excellent communication capability
  • Good communication skills in both English and Chinese
  • Good interpersonal skills, proactive, strong sense of responsibility and able to work under matrix management
  • With strong “Can-do” attitude
  • Candidate with less experience will be considered as Officer

We offer 5-day work, excellent learning & development opportunities and an attractive remuneration package including medical & Life Insurance benefit and birthday leave to the right candidate.

Interested parties please send resume indicating current, expected salary and availability to HR Department by clicking "Apply Now".

Only shortlisted candidates will be notified. All data collected will be treated in strict confidentiality and used for recruitment purpose only. Personal data of unsuccessful applicants will be destroyed within 24 months from the date of receipt. 

 

 

Additional Information
Career Level
Not Specified
Qualification
Not Specified
Industry
Years of Experience
Not Specified
Employment Type
Full Time, Permanent
Benefits
Five-day work week, Life insurance, Medical insurance, Performance bonus
Company details

Company Overview
 
Since 1959, Inter Partner Assistance Group has been providing assistance service to a worldwide clientele. At that time the company was name GESA (Group Europeen S.A.) and based in Barcelona (Spain).  Initially, the Group was specialized in the provision of legal assistance services to holidaymakers involved in road traffic accidents.  The range of our services extended rapidly to include Medical, Motor, Home and Privilege Assistance which became the core capability of the Group.  At the same time the Head Office of the company was relocated to Paris and subsidiaries were established over the five continents.
 
Hong Kong was registered in 1992. After the Group Head Office completed a series of acquisitions, it changed its name to Inter Partner Assistance Hong Kong in 1998 and dedicated in operating alarm centre to provide 24 hours round the clock and 365 days services to our clients and clients’ end users.
 
Over the years, Inter Partner Assistance Hong Kong has maintained the utmost commitment into excellence while performing its mission: TO HELP PEOPLE.
 
Why Join Us?

“At Inter Partner Assistance Hong Kong, we believe in creating an environment whereby individual with energy, creativity and commitment are bonded together to work towards a common goal. In the process, they will be able to fulfill their potential and having fun doing it...

Between us, we are more than just colleagues, we are family.”