Responsibilities

-Monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives

-Provide immediate constructive counseling and coaching

-Observe where production staff are experiencing difficulty and take additional instructional steps to clarify information

-Escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients

-Based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals

-Communicate to management when there is a pattern of quality issues on a consistent basis

-Continually assist with questions concerning call procedures, product information, and order processing policies

-Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-on-one, and on-the-job training as appropriate

-May assist with additional training for existing staff based on new enhancements, services, etc.

-Prepare for coaching by reading and maintaining a high level of product knowledge

-Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)

-Amending and revising QA programs as necessary, in order to adapt to the changes that occur in the business and/or work environment;

-Helping supervisor/managers solve specific QA problems, either on a one-to-one basis or in groups;

-Keeping up to date with developments in QA by reading relevant journals, going to meetings and attending relevant courses;

-Any other duties and responsibilities assigned by management

Qualifications

-Minimum Diploma qualification.

-Must have a minimum of 2 years work experience in contact centre environment.

-Decent understanding of the principles of quality management systems

-Ability to work independently with minimal supervision

-Customer service oriented with good interpersonal skills

-Must have good working attitude and a good team player

-Flexible and diplomatic in handling customer complaints issues

-Must be willing to work on shifts and working on Public Holiday

-Good command of English and local dialect. Cantonese and Mandarin is an added advantage

Note: 可以通过系统直接投简历;或者将您的简历包括薪酬期望值电邮至: gz.recruit@starcruises.com

云顶香港于一九九三年九月成立，是亚洲邮轮业的先驱，致力于将亚太地区发展成为国际邮轮航线目的。目前，丽星邮轮连同挪威邮轮为世界第三大邮轮公司，合共拥有18艘邮轮，航线遍及全球200多个目的地，提供约35000个标准床位。现时，云顶香港总部位于香港，并分别于世界各地超过20个地方设有办事处，包括澳洲、中国、印度、印尼、日本、韩国、马来西亚、菲律宾、新加坡、瑞典、台湾、泰国、阿拉伯联合酋长国、英国及美国。云顶香港仔香港联合交易所有限公司为注册上市公司，其股份亦在新加坡证券交易所有限公司的Global Quote买卖。