SOME CAREERS SHINE BRIGHTER THAN OTHERS.

If you’re looking for a career that will help you 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.
As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.
We are currently seeking an experienced individual to join this team in the role of a Quality Officer.
The purpose of a Quality Officer is to be responsible for the development of policies and to maintain and improve the quality of customer satisfaction, products, materials, components and/or operations
Role holders must have good understanding of call quality and coaching methodologies, requirements and tools.

In this role, you will:

• Provide support to projects, change initiatives or programmes
• Perform specific routine activities and processes ensuring accuracy of tasks performed
• Identify and escalate matters of concern
• Ensure the quality of tasks/services provided, may conduct process checks or review of output by a co-workers
• Assist with the provision of developmental activity for team members

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

In this role, you will:

• Provide support to projects, change initiatives or programmes
• Perform specific routine activities and processes ensuring accuracy of tasks performed
• Identify and escalate matters of concern
• Ensure the quality of tasks/services provided, may conduct process checks or review of output by a co-workers
• Assist with the provision of developmental activity for team member

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 style