Quality Service Analyst

Job description

Job description

Why join us?

·  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 holder will deliver some or all 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.
·  The role holder is responsible for, developing and retaining relationships and will work with the broader Wealth Premier Banking (WPB) network and direct teams to ensure achievement of the business performance measures and plan (as defined by WPB).
·  This will be achieved by actively helping customers with their stated needs, identifying, and providing needs-based solutions or referring to other business units where appropriate while encouraging primary banking relationship with HSBC.
·  Building an ongoing relationship based on value and service is critical to being successful in this role. To deliver a high-quality service, the role holder will need to demonstrate an extensive knowledge of banking products and services across retail banking.
·  In delivering the business objectives this role must also maintain the levels of operational integrity required by HSBC Group.

What you’ll do:

·  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.
·  Deliver outstanding customer service to all internal and external customers representing customers’ needs and helping stakeholders achieve strategic goals aligned to customer needs.
·  Deal with customer’s enquiries in a positive and timely manner.
·  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.
·  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.
·  Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them.
·  Always demonstrate professionalism and confidence.
·  Maintain best place to bank principles through coaching and training.
·  Delivering the proposition, by providing a consistently excellent customer/client experience and encouraging customer/client to use digital channels where appropriate – Encourage customer to use digital channels.
·  Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business.
·  Act as a secondary level of complaint as required when calls required.
·  Champion and embrace change and innovation within the team.
·  Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers.
·  Adhere to local regulations and programs around ‘Treating Customers Fairly’.
·  Manage and coach a team to identifying customer/client need and cross/upsell opportunities to create deeper and cohesive relationships. - understand customer’s needs to see if there are any opportunities to provide sales to earn customer’s trust.
·  Undertaking simple and Material Risk product sales (where regulation permits), using prescribed HSBC sales process to discover customer/client needs - Use the prescribed HSBC sales process to discover customer needs and this should be under regulation.
·  Equipping rich knowledge of various products/segments to ensure a one and done service to customer – Ensure one and done service.
·  Working in a load balancing model across teams and channels (In & outbound / Phone & Chat) to help business run in a efficient and flexible way – Enhance production and efficiency.
·  Obtaining good English skill to maintain consistent service to the customer with different language preference – Support customer in different languages background.
·  Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
·  Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls.
·  Contribute to HSBC by creating and retaining market leading standards and controls.
·  The job holder operates within the approved operating and strategic plan process to develop the WPB business.
·  Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. 
·  Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators.

Requirements

What you will need to succeed in the role:

·  Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development. 
·  Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution whiles catering to need-based solutions. 
·  Ability to work in a high-volume, fast paced changing environment as required. 
·  Proficiency with personal computers and basic software packages and specialized applications. 
·  Excellent communication skills and is always polite and friendly. 
·  Equipped to deal with customer conversations by displaying patience and empathy. 
·  Ability to follow process and procedures to mitigate risk/errors. 
·  Must be competent to handle a set of core skills required for the role which includes general banking and credit card queries.   

What additional skills will be good to have?

·  Resilience in role will support the role holders in working in a busy work environment irrelevant of location. 
·  Regular changes to procedures and advances in technology will regularly impact the role holder.  Therefore, pro-activeness and ability to embrace change will ensure success. 
·  A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.