Screening Quality Assurance Specialist

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

1) Role objective (Role purpose)

Manage a Quality team within Screening Utility Operations and support the process in achieving its key PLA metrics, ensuring a consistent approach when deploying the quality strategy across Screening Utility Operations.

The role maintains a strong cross-site network to continuously drive best practices, improve process efficiency, and ensure consistent service quality. It also supports the development of MIS (Management Information), reports, and other productivity tools for Screening Utility Operations.

The role works closely with the Training/Education team to identify and deliver training needs through quality campaigns and other forums, and to drive Continuous Improvement. It also drives engagement with Operations teams through extensive MI produced by the CI team (e.g., Quality hours / Site Governance Calls), analyses quality MI to identify training needs, and provides regulatory and technical training to direct reports and other team members. The role leverages the Quality team across all locations to meet turnaround time while completing assigned quality reviews.

2) Key responsibilities (Principal accountabilities and responsibilities)

• Lead the Quality team focused on FCR operational quality performance, including:
  • completing quality reviews on time,
  • meeting service quality requirements,
  • minimising the cost of errors and poor processing.
• Oversee and manage the team and resources effectively to ensure SLAs relevant to quality checks are met.
• Support the production of MI and the effective deployment of the FCR quality model.
• Oversee the publication of quality MI (via the CI/MI team) detailing the overall Quality Score achieved, including performance by site.
• Proactively evaluate and escalate issues that could have a potential business impact.
• Communicate process-related quality updates effectively to all stakeholders, sharing best practices and learning points within the site and across the wider FCR Operations team.
• Ensure the team delivers improved quality through structured coaching and ongoing feedback sessions.
• Improve operator performance by running quality huddles and providing timely feedback with appropriate sign-off.
• Build effective relationships across all FCR sites to drive a “Joined Up” (integrated) approach.
• Ensure consistent application of quality procedures so that customer/region data reflects a consistently deployed quality strategy.
• Generate and publish quality MI to identify training needs and improve overall process quality.
• Ensure appropriate implementation of Continuous Improvement initiatives across Screening Utility Operations teams.
• Engage Operations through forums such as Quality hours / Site Governance Calls, leveraging MI produced by the CI team.
• Provide regulatory and technical training to direct reports and other team members, and partner with Training to close capability gaps.
• Leverage Quality resources across locations to meet turnaround time while completing assigned quality reviews.

3) Governance / committee membership

• Participate in the Sanctions Screening Operations Education Governance forum.

4) Role requirements (Functional knowledge & skills)

Functional knowledge / experience

• Strong knowledge and experience in a Quality Assurance function.
• Strong knowledge of:
  • Payment Screening
  • Name Screening
  • Negative News Alert adjudication
  • related QA processes

Core skills / capabilities

• Strong time management to meet defined Quality SLAs while also providing development opportunities to the Quality teams.
• Strong interpersonal and communication skills to maintain an effective network across all locations.
• Ability to deliver results through others, with accountability for quality performance across sites.
• Ongoing operational risk awareness, reassessing risks in response to changing economic/market conditions, legal and regulatory requirements, operating procedures, organisational changes, and new technology.
• Keeps current with relevant systems, policies, procedures, and applicable Group and BP regulations relevant to the process.
• Ability to drive process efficiencies and recommend changes through engagement with Operations and OPI teams.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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.

 
***Issued By HSBC Electronic Data Process Mexico Private LTD***