21 Sep

Contact Centre Quality Management And Assurance Manager Business Jobs Vacancy in Hsbc Kowloon City

Position
Contact Centre Quality Management And Assurance Manager Business
Company
Hsbc
Location
Kowloon City KOW
Opening
21 Sep, 2018 30+ days ago

Hsbc Kowloon City urgently required following position for Contact Centre Quality Management And Assurance Manager Business. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Contact Centre Quality Management And Assurance Manager Business Jobs Vacancy in Hsbc Kowloon City Jobs Details:

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

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touch points including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high caliber professional to join our team as Contact Centre Quality Management and Assurance Manager .

Principal responsibilities
  • Ensure that quality assurance model includes call monitoring, call coaching and reinforcement is understood and delivered consistently across the contact centres
  • Ensuring call and non-voice interaction monitoring is implemented in line with group, regulatory, compliance and risk requirements
  • Benchmarking of agent customer interaction coaching across the contact centres and talking action to instigate and address any areas of concern
  • Pro-active development and implementation and delivery of quality assurance model to meet business needs and to drive an enhanced customer experience
  • Ensuring standardization of the quality assurance model on an ongoing basis
  • Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflicts
  • Maintain contact with stakeholders to identify and communicate business performance, status and potential risks
  • Drive a high performance culture through strong leadership and effective people management
  • Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions
  • Ensure call and non-voice interaction monitoring, coaching, reinforcement and sales quality processes are effective and propose improvement as required
  • Compliance with external regulatory requirement, internal control standards and group compliance policy
  • Timely implementation recommendations made by internal/external auditors and external regulators

Qualifications

Requirements
  • University degree in a relevant banking related discipline an advantage
  • Excellent understanding of contact centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements.
  • Proven call quality, call coaching and reinforcement skills and experience
  • Effective communication, interpersonal and negotiating skills
  • Proven experience of delivering quality monitoring solutions using appropriate systems/tools, communication, delegation and planning skills
  • Ability to coordinate a wide variety of solutions, bring a breadth of experience to the business, seeing the wider implications at all stages
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.


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