Job description
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 organizations 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 realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Service Quality Analyst
Principal responsibilities
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.
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.
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
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
Must be proficient in English and have excellent written and verbal communication. Awareness of MS Excel functions.
Understanding of call quality and call coaching tools and methodology.
Able to write call quality assessment reports with fluidity and style.
Good judgment, decision making and problem-solving skills. Adaptable and flexible to change.
Domain Knowledge required. 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. Good prioritizing, planning and organizing skills.
Understanding of Operational Risk, Compliance norms and Audit requirements from a Contact Centre and Customer Care Team perspective.
Leadership Capabilities - who can navigate, aspire, drive, mobilize and sustain with business Values.
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.
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