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Quality Services Analyst

Jun 04, 2017
Competitive
Montreal, Quebec
Early Career

Description

Employment Type: Regular

The purpose of a Quality Services Manager/Assistant Manager is to administer the call quality strategy and/or ensure high quality and consistent delivery of the coaching model within the contact centres meeting all regulatory and service standards. This includes undertaking design development and deployment of the call quality monitoring tool and coaching model, audit checking, call and non-voice interaction calibrations and coaching of managers.

The role holder 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.

The Quality Services Manager/Assistant Manager will provide assurance that HSBC's customers are treated fairly, are provided with high quality service and are recommended products that are suitable for their needs and appetite for risk.

This will be achieved by administering the call quality strategy and/or ensuring high quality and consistent delivery of the coaching model within the contact centres meeting all regulatory and service standards. This includes undertaking design development and deployment of the call quality monitoring tool and coaching model, audit checking, call and non-voice interaction calibrations and feedback to managers.

They will ensure Quality Service Analysts call reviews, file reviews and call backs 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.

Impact on the Business

  • Ensuring call and non-voice interaction monitoring and coaching activity is implemented in line with regulatory, compliance and risk requirements
  • Ensuring the call and non-voice interaction coaching model is understood and delivered consistently across the contact centres
  • Benchmarking of call and non-voice interaction coaching across the contact centres and talking action to address any areas of concern
  • Pro-active development of the coaching model to meet business needs and to drive an enhanced customer experience
  • Ensuring standardisation of the call coaching model on an ongoing basis

Customers / Stakeholders

  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
  • Maintain contact with stakeholders to identify and communicate business performance, status and potential risks.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork

  • Drive a high performance culture through strong leadership and effective people management
  • Assign responsibilities to direct reports providing them with the direction and confidence to deliver results
  • Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Ensure call and non-voice interaction coaching, monitoring and Sales Quality processes are effective and propose improvements/efficiencies as required
  • Compliance with external regulatory requirements, internal control standards and group compliance policy
  • Timely implementation recommendations made by internal/external auditors and external regulators.
  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Major Challenges

  • Due to the scale of the regional contact centre operation, a fine degree of control of the resource deployed needs to be maintained at all times in order to meet the demands of customers within budgeted allowances.
  • Requirement to manage changing priorities and produce outputs to a high standard relevant to a variety of stakeholders.
  • Ensure consistency of service provided across all sites and maintaining compliance with external regulatory requirements, internal control standards and group compliance policy.

Role Context

  • The Quality Services team has responsibility for all aspects of contact centre quality monitoring strategy, benchmarking, consistency checking, callbacks and sales call reviews.
  • The role holder will have direct control over the quality and consistency of call coaching delivered in the contact centres within the usual authority limits for a GCB6 or GCB5 Manager (as appropriate) and may be required to work independently or part of a team.
  • GCB6 role holders must have good understanding of call quality and coaching methodologies, requirements and tools
  • GCB5 role holders must have an expert level understanding of call quality and coaching methodologies, requirements and tools
  • The role holder must ensure the procedures/processes used to deliver the quality and call coaching model are in accordance with Group standards.
  • Both GCB6 and GCB5 role holders may be required to manage multiple responsibilities involving interaction with several business areas, the GCB5 role holder will have a higher degree of responsibilities across multiple countries with larger spans of control and complexity.
  • The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours, location and travel

Management of Risk

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • The role holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the 'Three Lines of Defence'. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.

Observation of Internal Controls

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
  • The role holder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The role holder will implement the Group Compliance Policy by containing compliance risk in liaison with the relevant Compliance Department. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
  • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department if appropriate. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Qualifications

Knowledge

GCB6 Jobholders

  • Good understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Excel and PowerPoint literate to an intermediate level.

GCB5 Jobholders

  • Excellent understandings of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
  • Excel and PowerPoint literate to an intermediate level.

Experience

GCB6 Jobholders

  • Good call quality and call coaching skills and experience.
  • Effective communication, inter-personal and negotiating skills
  • Good decision making and problem solving ability
  • Strong judgmental skills to identify and resolve problems
  • Some experience of delivering quality monitoring solutions using appropriate systems/tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles

GCB5 Jobholders

  • Proven call quality and call coaching skills and experience.
  • Effective communication, inter-personal and negotiating skills
  • Excellent decision making and problem solving ability
  • Proven judgmental skills to identify and resolve problems
  • Proven experience delivering quality monitoring solution using appropriate systems, tools, communication, delegation and planning skills
  • Ability to motivate and lead people, employing appropriate management styles
  • Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages

Leadership capabilities

  • Navigating – understanding and translating Contact Centre strategy into own team and aligning directions accordingly
  • Aspiring – being ambitious about providing the highest standards of delivery and embedding them in the team
  • Driving – setting stretching goals for self and team and delivering them with courage and tenacity
  • Mobilising – authentically engaging with team, colleagues and business partners to deliver at pace
  • Sustaining – making considered decisions that protect and enhance HSBC values, reputation and business

Qualifications

  • Relevant banking degree – optional

Professional Standards

  • Analytical reasoning
  • Building relationships
  • Coaching others
  • Consulting with others
  • Customer focused
  • Delegating to others
  • Effective negotiation
  • Empathy with others
  • Financially astute
  • Influencing others
  • Making decisions
  • Managing change
  • Managing customer relationships
  • Managing own time
  • Managing performance
  • Managing remote teams
  • Managing risk
  • Managing stakeholders
  • Managing yourself
  • Networking with others
  • Planning and organizing
  • Planning and prioritizing
  • Promote and foster team work
  • Results focused
  • Solving problems/decision making
  • Speaks and writes effectively
  • Working with others

Skills

  • The role holder may be required to be proficient in multiple languages e.g. the local language and the language of some or all of the other countries they are supporting.