HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of IQA Specialist

Business: People

Principal responsibilities

• The IQA specialist supports the delivery of consistent and effective quality assurance across all PSA services. The role covers broad ranges of checks, requiring familiarity with various services and close attention to detail. The team member undertakes reviews to check processes and standards applied consistently to support quality.
• The role includes maintaining QA checklist, producing and validating MI, and contributing to ongoing enhancements of QA tools and/or methods. These internal responsibilities require accuracy, ownership and the ability to manage different tasks.
• The team member will also engage with relevant assigned stakeholders to develop a deeper understanding of service area and apply those insights to improve quality outcomes. This supports personal development and broader team effectiveness.
• By contributing to quality checks, managing key QA processes, and building service specific knowledge, the IQA specialist plays an essential part in upholding standards & supporting continuous improvement across PSA function.

Impact on Function and Service quality

• Help maintain a robust Quality Assurance (QA) culture across PSA
• Support implementing QA service for three new services i.e. (Policy and Risk advisory, Business change/IR and People advisory) including checking KPIs performance, providing feedback and Manual MI.
• Ensure accurate and timely output of QA, ensuring results are accurately recorded within associated files and folders
• Analyse information gathered to develop recommendations for improvement and changes in current policies.
• Provide insights from QA MI reviews to appropriate management across regions

Stakeholders’ engagement 

• Develop and maintain a collaborative working relationship with relevant PSA Investigators and other relevant functions, key business stakeholders both internal and external as directed.
• Provide clear, accurate and timely advice and support to PSA teams and the project team reassessing the design of QA
• Coordinate with IQA analyst and share best practices, QA finding to find consistency.

Collaboration and QA team enablement

• Be able to work independently and share best practice with stakeholders.
• Work effectively and professionally with colleagues across the organization including People Advisory, RC, and other investigation functions
• Provide feedback and recommendations to management to contribute to improved quality and efficiency of area activities
• Responsible for quality outcome and consistency in the deliverable
• Help cultivate an environment that supports diversity and reflects the HSBC brand, thereby contributing towards high employee engagement and motivation

Operational Effectiveness & Governance

• Maintain and observe all HSBC control standards and observe the Group HR FIM, including adherence with recommendations made by internal/external auditors and external regulators.
• Highlight where processes could be improved or simplified
• Ensure all QA work is completed to standards set within PSA Investigation QA SOP and other relevant SOP, applying Global and Local instruction knowledge for area being assessed i.e. considering any local dispensations, sampling based on risk
• All applicable SLAs and targets associated with PSA QA work is met

• Strong inter personal and communication skills, both verbal and written, in addition to numerate and detail orientated with experience of documenting information in a clear, concise manner
• Experience in undertaking investigations/analysis into customer activity with the ability to draw inferences from the information
• Experience of project/change management either as lead or SME contributing towards delivery of initiatives in a time driven environment
• Experience in validating KPIs in operational services to monitor quality and understand possible root cause
• Advantage to have prior experience in HSBC ER or HRA team.
• Good to have understanding or previous experience of process automation using MS excel or other tool
• Experience in compilation of reports and/or management information
• Strong organizational skills.
• Collaborative working style
• Persistence and courage of their own convictions to follow up on noted quality issues and monitor agreed management
• Previous auditing or assurance experience is an advantage
• Ability to maintain control, direction and motivation in an ever-changing environment.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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