Senior Officer, Quality Assurance

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Bank Full time

Job Purpose:

To ensure that all operational processes at Dah Sing Bank are fully compliant with regulatory requirements and internal standards. This role provides support for operational risk and compliance reporting, as well as monitoring of Business Banking and Direct Channels sections.

Main Responsibilities:

  • Prepare operational risk and compliance reports, ensuring timely completion of quality control and risk assessments.
  • Support call quality and monitoring to ensure the team meets quality standards and complies with regulatory requirements.
  • Handle customer complaints, investigate complaints, and provide feedback to frontline staff.
  • Provide regular training and coaching to frontline staff on control perspectives.
  • Compile and review operational flows as needed.
  • Comply with internal guidelines, legal requirements, and regulatory requirements when performing job duties.
  • Perform ad-hoc tasks assigned by the Manager, Quality & Operation Control or Senior Manager of the respective section.

Incumbent Requirements:

  • Post-secondary education with at least 3 years of relevant experience, preferably in banking, telemarketing, or customer services.
  • Passed IIQE Paper 1 and 2 is preferred.
  • Familiar with banking products and operational flows.
  • Capable of working independently with strong analytical and logical skills.
  • Good people management, staff coaching, and training skills.
  • Capable of interacting with business partners, both internal and external.
  • Detail-minded and a good team player.
  • Excellent reading and writing communication in English.
  • Excellent presentation and command skills in both English and Chinese.


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