Senior Quality Assurance & Training Lead

HTK; Hong Kong; On-site; HKD 350,000 - 480,000; Full time

Job summary

HTK is seeking a Senior Quality Assurance Officer in Hong Kong to monitor customer contacts and ensure adherence to quality standards. You will coach individuals, analyze multi-channel interactions, prepare reports, calibrate with operations, and help shape QA guidelines for new projects.

Proficiency in MS Excel and bilingual English/Chinese is expected. The role is full-time and located in Hong Kong.

Qualifications

• Form 5 / DSE graduate or above with 3–4 years QA experience.
• IIQE Paper I-III will be an advantage.
• Solid experience in multi-channel contact analysis and QA.

Responsibilities

• Monitor customer contacts to ensure quality meeting the agreed quality standard.
• Provide individual coaching.
• Identify common issues and make recommendations to management for continuous improvement of the service we deliver to our customers.
• Produce analysis reports and statistical modeling for the management.
• Conduct regular calibration session with the operation team to ensure consistency and fairness of the quality assessment.
• Recommend QA guidelines for new projects and services.
• Perform ad hoc tasks as required.

Skills

Analytical skills

Interpersonal skills

Customer service

Problem solving

Attention to accuracy

Chinese language

English basics

Education

Form 5 / DSE graduate

IIQE Paper I-III

Tools

MS Office Excel

Job description

HTK is seeking a Senior Quality Assurance Officer in Hong Kong to monitor customer contacts and ensure adherence to quality standards. You will coach individuals, analyze multi-channel interactions, prepare reports, calibrate with operations, and help shape QA guidelines for new projects.

Proficiency in MS Excel and bilingual English/Chinese is expected. The role is full-time and located in Hong Kong.