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CCSS Quality Services Analyst - multiple vacancies (GCB 7)

  • Ho Chi Minh
  • Experienced (Non - Manager)
  • Permanent
  • Bachelor
  • Negotiable
  • Banking
  • 31/07/2019

Job Description

If you’re looking for a career that will help you to stand out, join HSBC and fulfil your potential. 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.

Retail Banking and Wealth Management

Retail Banking and Wealth Management serves more than 50 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.

Sales, Distribution and Business Development -

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments, thereby maximising value and business revenue. Responsible for achieving sales and revenue targets and implementing distribution strategy, the team drives the delivery of market leading retail customer experiences.

We are currently seeking an ambitious individual to join this team in the role of CCSS Quality Services Analyst.

In this role, you will:

• Conduct back to back Trends Based Analysis quality asessments and producing high quality reports for both voice and non-voice interactions.
• Actively participate in benchmarking and calibration sessions.
• Identify improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.
• Operate in accordance with agreed procedures and guidelines.
• Manage assigned tasks knowing when to refer to issues as necessary.
• Ensure work is prioritised and processed accurately, organising workload to ensure timely and efficient completion. Effective organisation at the start of the month is essential.
• Always act in the best interests of both the bank and the customer, putting the customer at the heart of what we do to foster and encourage customer centric behaviours.
• Key stakeholders will be other Quality Services Analysts, Quality Teams and Team Managers. This is in addition to Contact Centre Agents whose performance is assessed by the Quality Service Analysts.
• 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
• Manage and enhance relationships with appropriate stakeholders to ensure that best practices, issues, concerns and learning points are shared and fed back to appropriate parties.
• Work hard to create a truly collaborative approach with Team Managers who will use QA insights to effectively coach and develop their agents.
• QA/TM handovers must be effective with the QA able to justify and evidence their insights particularly where scoring disputes may occur.
Operational Effectiveness & Control
• Support the delivery of effective processes and propose improvements/efficiencies as required. Identify procedural lapes/improvements and feed back as appropriate to both agents and in to the new starter training.
• Compliance with external regulatory requirements, internal control standards and group compliance policy
• The role holder, when required, will provide administrative support to the local Quality team.

Job Requirement

To be successful in the role, you should meet the following requirements: 

• Understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements
• Awareness of MS Excel functions.
• Understanding of call quality and call coaching tools and methodology.
• Effective communication with good inter-personal skills
• Able to write call quality assessment reports with fluidity and style.
• Good judgment, decision making and problem solving skills.
• Good planning and organising skills.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.
• Understanding the immediate business/function strategy and planning own activities accordingly
• Being ambitious about providing the highest standards of delivery
• Setting stretching goals for self
• Authentically engaging with team and colleagues to deliver at pace
• Making considered decisions that protect and enhance HSBC values, reputation and business
• 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.


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