Quality Assurance Officer, Customer Services - Retail Banking and Wealth Management


Technical Skills

  • Answering Telephones
  • Computer Security
  • Customer Service
  • Filing
  • Management Reporting
  • Marketing
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Negotiation
  • Reconciliations
  • Settlements
  • Statistics
  • Wealth Management

Job Description

Quality Assurance Officer, Customer Services - Retail Banking and Wealth Management

Location: Asia Pacific-Hong Kong-Kowloon-Tsim Sha Tsui

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Quality Assurance Officer, Customer Services.
Principal responsibilities
  • Coach and monitor call performance of the team to ensure efficient and high quality service.
  • Handle enquiries, resolve complaints from merchants and cardholders through emails and letters in relation to the operations and promotional activities of EPS various products.
  • Prepare statistics and management reports, analyze customer feedback for service improvement.
  • Create and maintain letter templates, Questions and Answers in both English and Chinese to support the customer services team in answering customers’ enquiries.
  • Support new product launch and marketing promotions by liaising with working parties internally and externally.
  • Investigate irregular transactions and arrange refund settlement with card issuing banks and merchants.
  • Monitor the onsite terminal performance and maintenance service provided by service providers.
  • Support the monitoring of Payment by Phone Service internet site performance and member bank and key merchant system
  • Provide contingency and recovery support to merchants and acquirers on reconciliation file daily transmission.
  • Prepared to work shift duty from Monday to Saturday if required, include Public Holidays.


  • Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder, or holder of associate degree, higher diploma or degree from a tertiary institution
  • With working experience in Banking or Customer Services.
  • Have good telephone manner, customer focused and good communication skill.
  • Have good problem solving and negotiation skills, good planning and organizing skills, able to work independently and under pressure.
  • Is self motivated, possesses good leadership to guide a team of staff.
  • Proficient computer skills in common software such as Microsoft Word, Excel and PowerPoint and internet operating skills, with good knowledge of computer security. 
You’ll achieve more when you join HSBC.
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.
Employment TypeFull-time
Education LevelLower Secondary
LanguageEnglish, Cantonese
HSBCPrivate Banking and Wealth Management

1 Queen's Road Central, Central

directions_walk6 mins walk from Central Station