Responsibilities:

• Support the Call Center by monitoring their call qualities 
• Prepare operation risk and compliance related report to enhance quality standard
• Conduct regular call monitoring support to ensure the teams to meet service standard and comply with regulatory compliance
• Analyze serious complaint cases and carry out complaints investigations
• Provide regular feedback and training to frontline staff to improve in service quality 
• Compile and review operation flows from time to time
• Comply with internal guideline, legal and regulatory requirements at all times

Requirements:

• Post-secondary education 
• Minimum 5 years’ relevant experience in call monitoring
• Familiar with banking products & operation flow
• Good people management, staff coaching & training skill
• Excellent presentation skills with strong service mindset
• Good command of both written and spoken Cantonese and English