Quality Assurance Manager, GSC

Job description

Job description

Why join us:

To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).  The purpose of this role is to assess whether customers are being treated fairly and are receiving fair outcomes within the Financial Support Team (formally known as Collections and Recoveries). To conduct customer case reviews and to assess whether operational and regulatory requirements are being met, as defined by UK CMB FIM, Managing Customers in Financial Difficulties (CiFD) Policy and relevant regulatory and market expectations

What you’ll do:

·  Customer Outcomes Testing supports UK CMB in first line of defence capacity, providing assurance that customer journeys are treating customers fairly and compliantly with reference to UK CMB FIM, Managing Customers in Financial Difficulties (CiFD) Policy and relevant regulatory and market expectations
·  To have responsibility for independently assessing the appropriateness of the outcomes the customer has received, providing further information, support and providing feedback to business and/or individuals as required.
·  Applying the regulatory requirements of ‘fair customer outcomes’ when assessing whether UK CMB is satisfactorily meeting requirements across customer journeys, challenging established procedures where appropriate.
·  Analysis of complex situations, identifying risks and where appropriate offering support and guidance to business areas to facilitate change.
·  Testing and analysis of data to assess whether front line colleagues / systems have followed established process and that the customer has been provided with all relevant information in appropriate formats.
·  To be responsible for completing quality assurance/call monitoring to ensure fair customer outcomes are being deliver as well as providing feedback telephony managers to continually raise standards
·  Analysis of other quality assurance information provided by Team Leader observations.
·  Policy adherence testing which determines whether the function is compliant with specific requirements within the managing customers in financial difficulties (CiFD) policy
·  You will be responsible for identifying holistic remedial action plans for identified errors, conducting a read across the portfolio and ensuring remedial actions are completed within a timely manner
·  You will understand your position within the Three Lines of Defence, and act accordingly in line with operational risk framework, Group Standards Manual, Risk FIM, & relevant guidelines & standards, escalating in a timely manner where they are unsure of actions required.
·  Partner with other business teams to ensure that, where appropriate, customer remediation is completed.

Requirements

What you will need to succeed in the role:

·  Fluent in English. 
·  Understanding of the UK regulatory framework in relation to treating customers fairly.
·  Debt collection & recovery environments/experience.
·  Relevant product knowledge.
·  Experience working in relevant environments i.e. Collections and Recoveries or Commercial Banking.
·  Past working experience on relevant systems i.e. HSBC in house systems is desirable.
·  A track record of understanding customer needs and delivering excellent customer service.
·  Broad understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes.
·  Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively.
·  Ability to quality check work from a variety of sources and systems, recognising where potential issues occur and applying judgmental decisions on the impact these have on both customer and UK CMB.
·  .Excellent verbal and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.
·  Experience of making timely, judgmental decisions, based on relevant information and guidelines.
·  Experience in planning projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques.
·  Strong analytical and problem solving abilities.
·  Extremely keen eye for detail.
·  Organised and logical thinker.

What additional skills will be good to have? 

·  Experience and proficiency with web-based technologies.  
·  Position requires technical knowledge where GLCM Digital experience is asset. 
·  MS office.
·  MI and Reporting/ Real time management. 
·  Previous experience working in a banking or financial environment

***Issued By HSBC Electronic Data Service Delivery Egypt***