Contact Centre Quality Analyst - Retail Banking and Wealth Management

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • HSBC
  • 19 Sep 18 2018-09-19

Contact Centre Quality Analyst - Retail Banking and Wealth Management

Some careers shine brighter than others
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential.

Retail Banking and Wealth Management serves more than 38 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Contact Centre Quality Analyst.

Principal responsibilities

  • Provide assurance that the Bank'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 trends based quality evaluation and provide feedback to the management team using standardized quality reports and data analysis
  • Evaluate individual and 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 suggest solution, making decisions based on sound rational judgment escalating issues as necessary
  • Raise identified gaps in procedures, policies and processes and provide recommendation for improved customer experience
  • Identify skill gaps and proactively collaborate with training and operations team to address staff performance opportunities
  • Operate in accordance with agreed procedures and guidelines

  • University degree in a relevant banking related discipline an advantage
  • Understanding of contact centre dynamics, for example, procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Intermediate proficient in Microsoft Excel, Word and PowerPoint
  • Proficiency in contact centre applications, workforce applications, quality monitoring tools and applications, reporting tools and systems
  • Proficiency in spoken and written Cantonese, English and Mandarin
  • 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
  • Strong verbal, written and interpersonal communication skills
  • Strong analytical skills with the ability to identify key behaviours impacting agent and customer interactions
  • Able to identify and track trends observed during call monitoring
  • Strong customer service orientation
  • Organized, has strong attention to detail and the ability to analyze and process information effectively
You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.