Job description

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

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

The Cards Business Support supports the Sales Quality function by executing post-sale quality assurance activities, including customer quality assurance, verification calls and call monitoring, for credit card applications sourced through third-party sales agents within the Direct Oversight Mode (DOM).

The role focuses on accurate execution, risk identification, and adherence to defined quality frameworks, ensuring that all customer interactions are compliant, transparent, and aligned with HSBC standards.

In this role, you will:

• Conduct outbound quality assurance calls to customers following credit card applications
• Confirm customer consent and validate authenticity of applications
• Verify that key product features, fees, and terms have been clearly communicated
• Identify and record instances of mis-selling, misinformation, or non-compliance
• Review recorded sales calls across DOM channel (where available)
• Assess adherence to approved scripts, product positioning, and communication standards
• Ensure all activities are aligned with internal policies and UAE regulatory requirements
• Escalate identified risks in a timely manner
• Complete QA scorecards accurately and consistently as per guidelines
• Maintain proper documentation of QA outcomes (pass/fail, observations, escalations)
• Support reporting by highlighting recurring issues and trends
• Provide feedback to the Quality Assurance Manager/ Channel Manager on common gaps and risks
• Support improvements to QA processes, scripts, and frameworks
• Contribute to enhancing overall sales quality and customer experience

To be successful in the role, you should meet the following requirements:

• 1–3 years of relevant experience in banking, call center, tele sales, or quality assurance
• Basic knowledge of retail banking products, particularly credit cards, is advantageous
• Strong communication and customer interaction skills
• Good listening ability and attention to detail
• Ability to follow structured processes and guidelines
• Basic analytical skills with ability to identify inconsistencies
• Time management and ability to meet deadlines
• A graduation degree is essential for obtaining a UAE visa and/or work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

You’ll achieve more at 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.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

Preferred candidate

Nationality

United Arab Emirates