Quality Service Manager

GCB 6 Quality Services Manager

Some careers shine brighter than others.

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.  

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages..

We are currently seeking an experienced individual to join this team in the role of a Quality Services Manager

The purpose of a Quality Services 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 have direct control over the quality and consistency of call coaching delivered in the contact centres and may be required to work independently or part of a team. Role holders must have good understanding of call quality and coaching methodologies, requirements and tools.

In this role, you will:

• 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
• Ensure call and non-voice interaction coaching, monitoring and Sales Quality processes are effective and propose improvements/efficiencies as required

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

• 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.
• 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

Continue to grow with our internal opportunities.

This role is based in Jersey.

For further details and application information please click “Apply”

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500