Responsibilities:

• Assist in designing and implementing of the policies and internal control mechanism to enhance quality service of branches
• Coordinate with internal and external parties to manage clients' opinions / complaints and respond in a timely manner
• Promote quality assurance best practice, organize compliance and quality assurance improvement training and activities to frontline staff
• Liaise with and monitor performance of outside vendor on mystery shopper programme
• Undertake any other duties as assigned by the superior

Requirements:

• Degree or above in Business Administration or related disciplines
• Minimum 3 years of experience in quality assurance and complaint handling in banking industry
• Demonstrate strong sense of risk and control
• Excellent interpersonal and communication skills
• Good command of spoken and written Chinese and English
• Proficient in PC skill especially Excel and Chinese Word Processing