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. 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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as an Assistant Quality Analyst.

Principal Responsibilities

  • Provide assurance that HSBC’s customers are being treated fairly, are provided with high quality service and are recommended products that are suitable for their need and appetite for risk
  • Ensure the agent actions and sales activities 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 when conducting quality monitoring or sales quality reviews
  • Conduct evaluation and provides feedback to the management team using standardized quality reports and data analysis
  • Evaluate individual & team results via agent customer interaction quality monitoring to identify specific opportunities and periodically meet with team managers to provide feedback, consultation, and working together to plan development strategies and validate performance progress
  • Facilitate quality monitoring, sales quality and agent customer interaction benchmarking activities
  • Identify performance improvement opportunities and suggests solution, making decisions based on sound rational judgment escalating issues as necessary
  • Raise identified gaps in procedures, policies and processes and provides recommendation for improved customer experience
  • Identify skill gaps and proactively collaborates with training and operations team to address staff performance opportunities
  • Operate in accordance with agreed procedures and guidelines
Requirements

Requirements

Knowledge:

  • Experience in relevant banking related discipline an advantage
  • Understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Intermediate proficient in MS Excel, Word and PowerPoint
  • Proficiency in contact centre applications, workforce applications, quality monitoring tools and applications, reporting tools & systems
  • Proficiency in spoken & written Cantonese, English and Mandarin

Experience:

  • At least 1 year of experience within the contact centre environment
  • Understanding of agent customer interaction quality evaluation and 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

Skills

  • Strong verbal, written and interpersonal communication skills
  • Strong analytical skills with the ability to identify key behaviours impacting agent/customer interactions
  • Has the ability to identify and track trends observed during call monitoring
  • Has strong customer service orientation
  • Organized, has strong attention to detail and has the ability to analyse and process information effectively

You’ll achieve more when you join HSBC.
www.hsbc.com/careers

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 The Hongkong and Shanghai Banking Corporation Limited.

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