If you’re looking for a career where you can make a real impression, join Integral Service Center (GSC) HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
**1) Role objective (Role purpose)**:
Manage a **Quality** team within **Screening Utility Operations** and support the process in achieving its key **PLA metrics**, ensuring a **consistent approach** when deploying the quality strategy across Screening Utility Operations.
The role maintains a strong cross-site network to continuously drive **best practices**, improve **process efficiency**, and ensure **consistent service quality**. It also supports the development of **MIS (Management Information)**, reports, and other productivity tools for Screening Utility Operations.
The role works closely with the **Training/Education** team to identify and deliver training needs through quality campaigns and other forums, and to drive **Continuous Improvement**. It also drives engagement with Operations teams through extensive MI produced by the CI team (e.g., **Quality hours / Site Governance Calls**), analyses quality MI to identify training needs, and provides **regulatory and technical training** to direct reports and other team members. The role leverages the Quality team across all locations to meet turnaround time while completing assigned quality reviews.
**2) Key responsibilities (Principal accountabilities and responsibilities)**:
- Lead the Quality team focused on **FCR operational quality performance**, including:




- completing quality reviews on time,- meeting service quality requirements,- minimising the **cost of errors** and poor processing.
- Oversee and manage the team and resources effectively to ensure **SLAs** relevant to quality checks are met.
- Support the production of **MI** and the effective deployment of the **FCR quality model**.
- Oversee the publication of quality MI (via the **CI/MI team**) detailing the overall **Quality Score** achieved, including performance by site.
- Proactively evaluate and **escalate** issues that could have a potential business impact.
- Communicate process-related quality updates effectively to all **stakeholders**, sharing best practices and learning points within the site and across the wider FCR Operations team.
- Ensure the team delivers improved quality through **structured coaching** and ongoing feedback sessions.
- Improve operator performance by running **quality huddles** and providing timely feedback with appropriate sign-off.
- Build effective relationships across all FCR sites to drive a **“Joined Up”** (integrated) approach.
- Generate and publish quality MI to identify training needs and improve overall process quality.
- Ensure appropriate implementation of **Continuous Improvement initiatives** across Screening Utility Operations teams.
- Engage Operations through forums such as **Quality hours / Site Governance Calls**, leveraging MI produced by the CI team.




- Provide **regulatory and technical training** to direct reports and other team members, and partner with Training to close capability gaps.
- Leverage Quality resources across locations to meet **turnaround time** while completing assigned quality reviews.
**3) Governance / committee membership**:
- Participate in the **Sanctions Screening Operations Education Governance forum**.
**4) Role requirements (Functional knowledge & skills)**:
**Functional knowledge / experience**
- Strong knowledge and experience in a **Quality Assurance** function.
- Strong knowledge of:
**Payment Screening**Name Screening**Negative News Alert adjudication**- related QA processes
**Core skills / capabilities**
- Strong time management to meet defined Quality SLAs while also providing development opportunities to the Quality teams.
- Strong interpersonal and communication skills to maintain an effective network across all locations.
- Ability to deliver results **through others**, with accountability for quality performance across sites.
- Ongoing operational risk awareness, reassessing risks in response to changing economic/market conditions, legal and regulatory requirements, operating procedures, organisational changes, and new technology.
- Keeps current with relevant **systems, policies, procedures**, and applicable **Group and BP regulations** relevant to the process.
- Ability to drive process efficiencies and recommend changes through engagement with Operations and **OPI** teams.
At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be H

📌 Screening Quality Assurance Specialist (Azcapotzalco)
🏢 HSBC Global Services
📍 Azcapotzalco