Senior Officer, Quality Assurance
Summary
Oversee call-center quality and compliance for a Hong Kong retail-banking unit, reviewing calls, spotting irregularities, and handling escalated customer issues.
Mandatory Reference Checking Scheme (“MRC”) for Hong Kong
The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions.
For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines () or further information will be available upon request, if it is applicable to the position(s) applied.
Country of Location:
China Hong KongJob 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
Preferably possess qualifications for relevant insurance and investment licenses registration