Quality Analyst HSBC Bank
Bank Vacancy 2023
Closing Date: 2023.04.18
Vacancy: Quality Analyst
Educational Qualification: Passed A/L
Institute: HSBC Bank
Source: XpressJobs
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. The Global Service Delivery Colombo embodies HSBC Group’s global footprint, network and integrated, streamlined models for processes and systems. We are a dynamic organization that focuses on employing and engaging a young demographic at the prime of their career potential and those aspiring to grow further within an internationally renowned financial institution.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 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 some experienced professionals to join our team in the role of (Global Career Band 7)
Why join us? Build your career with an ever-growing, fast paced, dynamic team. A team which lives by “Speak Up” culture, who “works hard and plays hard”, who values diversity, who wants you to not just to stay but want to come to work, whose leaders will spend time with you, invest in your development, and promotes work – life balance.
The Opportunity: The purpose of the Quality Services Analyst is to provide high level support to the Quality Services Team including administrative duties and/or assisting with delivery of the quality/coaching model, and/or consistency checking, and/or call benchmarking and/or coaching of team managers. The role will deliver some or all of the tasks documented in this role profile. The role holder’s individual objectives will determine the scope of their role on a day to day basis to meet the demand of the business.
What you’ll do:
- Impact on the Business
- Supports the quality monitoring and call calibration activities
- Identifies improvement opportunities and suggests solutions, making decisions based on sound rational judgement escalating issues as necessary.
- Operates in accordance with agreed procedures and guidelines.
- Manages assigned tasks knowing when to refer issues as necessary.
- Ensures work is prioritised and processed accurately, organising workload to ensure timely and efficient completion.
- Effectively delivering and facilitating workshops/Team Buzz, with focus on customer service. Exploring service and sales improvement initiatives.
Customers / Stakeholders
- Deliver outstanding customer service to all internal and external customers representing customer needs and helping stakeholders achieve strategic goals aligned to customer needs
Leadership & Teamwork
- Encourage a collaborative working environment, supporting the team’s overall effectiveness and efficiency.
- Improve personal effectiveness in the business
- Develop and build effective working relationships
Operational Effectiveness & Control
- Support the delivery of effective processes and propose improvements/efficiencies as required
- Compliance with external regulatory requirements, internal control standards and group compliance policy
- The role holder when required will provide administrative support to the team.
What you will need to succeed in the role:
- GCE Ordinary Level (including Credit Pass in English) & GCE Advance Level
- Understanding of call center dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
- Awareness of MS Excel functions.
- Understanding of call quality and call coaching tools and methodology.
- Effective communication with good inter-personal skills
- 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.
What additional skills will be good to have?
- Forward looking mentality especially with new technology applications
- Being open to new ideas of working
- Problem solving disposition
- Adaptability to changes in a fast paced environment
Candidates with less relevant experience or skills may be offered a lower Global Career Band than stated above.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
You’ll achieve more when you join HSBC.
HSBC is 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. 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 Lanka (Pvt) Limited