Senior Officer, Quality Assurance
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Before you apply
LocationChina Hong Kong
SenioritySenior
Experience3+ yrs
Company size1,001–5,000 people
PostedOct 12, 2026 · 3w ago
Verified live22h ago
At a glanceSummarised by Seekless from the posting.
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 Degree holder or equivalent
3 years’ experience in retail banking customer services or quality control is preferable
Preferably possess qualifications for relevant insurance and investment licenses registration
Skills
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Chinese word processing
Mandatory Reference Checking Scheme (“MRC”) for Hong Kong
Hiring process
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 (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied.
Country of Location:
China Hong Kong
Job 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