Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.Join us and discover just how far you can go!

Cathay Pacific has been recognized as a Great place to work in India.

Role Introduction

Through Service Quality evaluations to identify areas requiring improvements, provide practical recommendations, drive improvement initiatives and track progress for service excellence

 

 

Key Responsibilities

Service Quality

Frequent communications with internal and external CCD teams to provide sufficient guidance, support and monitoring on day to day questions and issues related to QA evaluation, scoring guidelines and coaching processConstantly review CCD quality framework/matrix, initiate and implement changes whenever necessary to suit operational needsCollect and review feedback from CCD teams on QA related activities, propose any enhancement in processes and systems opportunities to Channel Experience LeadResponsible for maintaining the quality form in the system, conduct checking throughout testing to ensure changes are reflected correctly before releasing to CCD teamsReview QA evaluations performed by CCD teams, provide analysis reports with insights for quality improvements including corrective and preventive action recommendationsWork closely with relevant stakeholders to drive top up briefing/training courses to bridge knowledge gaps. Ensure the information is easy to understand/digest with qualitySuggest thematic audits focus based on issues identified from QA observations, ensure audits to be carried out in a timely manner. Follow up with audit findings and improvement recommendation/implementation to relevant CCD teamsResponsible for holding regular calibration sessions between CCD Channel Experience team, internal CCD teams and external business partners remotely and onsite to foster alignment on evaluation scoring and maintain quality service consistencyConduct Service Quality evaluation to interactions handled by CCD agents. Provide feedback on agent performance, identify areas requiring improvement, provide practical recommendations, drive improvement plans and track progress for service excellence down to an individual levelPrepare and provide quality related training to Quality personnel in CCD teams

Channel Experience

Support the Global Channel Experience Lead to review end-to-end customer journey across all CCD channels, identify improvement areas and provide suggestions to enhance customer experienceReview scripts on digital and human assisted channels, and create new scripts for new call flows/functions whenever neededReview feedback from internal and external customers from various channels, summarise and propose improvement opportunities for discussion

People Development and Performance Management

Support the development of Mylife@CCD programme to push through people agenda at all CCD hubs and satellite sitesWork with relevant stakeholders to review and improve the end-to-end New Hire Experience, and implement the enhanced programme across all CCD sitesLead, support and encourage own team to achieve successBuild a strong and motivated team, ensuring the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamworkSupervise and mentor direct reports, encouraging effective collaborationDemonstrate leadership and lead by example in accordance with Cathay's core valuesDevelop employees with high potential and identify learning opportunities to ensure appropriate training and developmentMaintain active and ongoing dialogue in relation to employee goals and individual performanceActively engage with employees to enhance communication and their understanding of department goalsEnhance the employee experience in line with the role level and the internal brand promise

E & A

Emergency and Accident and Crisis Response responsibilities as required.

 

Requirements

Academic Qualifications

Graduation in any discipline is a must

Knowledge, Skills, Training and Experience

Minimum 5 years contact centre operations experience, preferably in a leadership capacityKnowledge of CCD related processes will be a benefitExcellent interpersonal communication and relationship building skillsExcellent command of both spoken and written EnglishAbility to work independently under pressureAbility to work collaboratively across with internal departments and external vendorsDetailed minded, strong analytical abilities, planning and organization, critical thinking skillsDuty travel is requiredBenefits

https://careers.cathaypacific.com/who-we-are/why-work-here

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful.

All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer

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