Assistant Manager, Quality Assurance & Training

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • HSBC Bank (M) Berhad
  • 18 Jun 18 2018-06-18

Assistant Manager, Quality Assurance & Training

Some careers grow faster than others.
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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 leverages HSBC's global retail banking expertise and wealth management capabilities to deliver a broad range of world-class retail banking solutions to millions of customers. Driving for growth in key markets around the world, the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join this team in the role of Assistant Manager, Quality Assurance & Training.

Principal Responsibilities

  • Conduct Customer Engagement Model (CEM) certification training for collectors, M1 (Supervisor) and M2 (Manager).
  • Conduct Skill Development Model (SDM) certification training for M1 and M2.
  • Lead/support key country/regional/global call quality related initiatives/projects.
  • Identify areas of improvement in the department, develop and conduct relevant training for improvement purpose.
  • Conduct independent voice and non-voice QA check to ensure departmental adherence to relevant regulatory guidelines/requirements, internal policies and procedures and audit requirements.
  • Support CEM certification training for all existing and new collectors, M1 and M2 in the capacity of Certified CEM trainer.
  • Call extraction for the purpose of performance evaluation (PE) by Operations Supervisors (M1)
  • Sampling of evaluated PE calls by M1 to ensure consistency of call assessment standard by M1.
  • Monthly call calibration within QA team and with Operations (M1 & M2).
  • Conduct independent quality assurance checks /review/sampling on identified "non-voice" processes to ensure adherence to regulatory guidelines/requirements, internal policies and procedures as well as audit requirements.
  • Lead/support key country/regional/global call quality related initiatives/projects.
  • Identify areas of improvement in the department and develop/conduct relevant training for improvement purpose.


Qualifications
Requirements:
  • Preferably a diploma and/or degree qualification in any discipline.
  • Good knowledge of retail banking products and collections operations with working experience in collections environment.
  • Meticulous, organized, highly disciplined and analytical by nature.
  • A good team player with the right attitude to be self-motivated, self-initiative and hardworking.
  • Positive with ''can do'' mindset in embracing changes for betterment.
  • Excellent service attitude towards internal and external customers.
  • Able to share and apply best practice amongst staff.
  • Able to work independently with minimal supervision.
  • Able to communicate well (both written and spoken) in English and Bahasa Malaysia, other local dialects will be added advantage.
  • Only Malaysians are encouraged to apply.