Job description
Business: Contact Centre
Open positions: 1
Role Title: Quality Services Analyst GSC’s
Global Career Band: 6
Location (Country / City): Hyderabad
Recruiter Name: Surabi Jain
Why join us?
Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
What you’ll do:
The purpose of the Quality Services Analyst is to be an in-house specialist conducting a variety of Quality Assurance tasks including back to back call listening sessions, site level and individual tasks, quality reviews and active participation in benchmarking at both a local and global level. The QA must adhere to the guidelines outlined in the Global Quality Model and play a proactive role in embedding the quality competencies and will be considered a subject matter expert.
The purpose of the Quality Services Analyst function is to provide assurance that HSBC’s customers are treated fairly, are provided with exceptional customer service ensuring that recommended products that are suitable for their needs and appetite for risk. They are key to agent development by identifying improvement opportunities and actionable insights for coaching.
When conducting Quality assessments, the Quality Services Analyst should ensure that agent actions are conducted and documented in line with HSBC policies and procedures as well as being compliant with respect to both local and external regulators, current legislation, Compliance and Departmental procedures.
Responsibilities include:
Conducts back to back Trends Based Analysis quality assessments and producing high quality reports for both voice and non-voice interactions.
Actively participates in benchmarking and calibration sessions.
Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.
Operates in accordance with agreed procedures and guidelines.
Key stakeholders will be other Quality Services Analysts, Quality Teams and Team Managers. This is in addition to Contact Centre Agents whose performance is assessed by the Quality Service Analysts.
Completing Trends Based Analysis reports to meet expected standards and exacting timescales dependent upon TM/Agent Coaching schedules. Scheduling timely handovers with TMs to share insights uncovered during the Trends Based Analysis process.
The role holder ,when required, will provide administrative support to the local Quality team.
Requirements
What you will need to succeed in the role:
All applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
Applicants should not have been on any corrective Action Plan in the last 6 months.
Understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
Awareness of MS Excel functions.
Must be proficient in English and have excellent written and verbal communication
Understanding of call quality and call coaching tools and methodology.
Effective communication with good inter-personal skills
Able to write call quality assessment reports with fluidity and style.
Good judgment, decision making and problem-solving skills.
Good planning and organizing skills.
Ability to work in a team, and alone, with minimal supervision and act on own initiative.
Ability to work under pressure
Excellent written and verbal communication skills.
Good prioritizing, planning and organizing skills.
Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre and Customer Care Team perspective.
Adaptable and flexible to change.
Domain Knowledge required.
Leadership capabilities
Navigating - Understanding the immediate business/function strategy and planning own activities accordingly
Aspiring – being ambitious about providing the highest standards of delivery
Driving – setting stretching goals for self
Mobilising – authentically engaging with team and colleagues to deliver at pace
Sustaining – making considered decisions that protect and enhance HSBC values, reputation and business
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
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.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Processing (India) Private LTD***
Recruiter name
Srinivasan S
Recruiter email
srinivasan.s@hsbc.co.in