Redress Quality Control Officer - #2178231

Redress Quality Control Officer

Rate: Competitive

Location: Birmingham / Bristol (Hybrid)

Contract Length: 6 Months

Overview

An exciting opportunity has arisen for a Redress Quality Control Officer to join HSBC UK's Customer Redress team. The team is responsible for delivering high-quality customer redress, ensuring customers are treated fairly and receive positive outcomes.

Working within the Quality Control function, you will support the Quality Control Manager in conducting independent testing and quality assessments across redress activities, both onshore and offshore. You will play a key role in ensuring established frameworks, policies, processes and procedures are consistently followed, while identifying opportunities to improve quality and customer outcomes.

Key Responsibilities

• Conduct risk-based quality control reviews and accurately score assessments in line with established quality control frameworks.
• Support the production of detailed, high-quality reports highlighting review outcomes, findings and recommendations.
• Monitor, track and report on remedial actions, ensuring issues are followed through to completion.
• Identify and escalate risks, issues and concerns through the appropriate governance channels.
• Produce and maintain management information, providing stakeholders with regular updates on quality performance.
• Build effective working relationships across the business to support successful delivery of customer redress activities.
• Provide constructive feedback and coaching to colleagues based on quality review outcomes.
• Support continuous improvement initiatives and contribute to change programmes within the Customer Redress team.
• Ensure compliance with customer data, security and control requirements at all times.
• Contribute positively to team development by sharing knowledge, best practice and supporting colleagues.

Skills & Experience Required

• Previous experience within a quality control, quality assurance, audit, risk, governance or regulatory environment.
• Strong understanding of risk management, governance and control frameworks.
• Excellent written and verbal communication skills with the ability to engage stakeholders effectively.
• Exceptional attention to detail and ability to maintain accuracy under pressure.
• Strong organisational and time management skills, with the ability to manage multiple priorities.

If you are interested, please do not hesitate to apply! Please note in the event of high volumes of applications, we will only be able to respond to successful applicants in the first instance.