Laura Jack
About Laura Jack
Laura Jack is a Quality Assurance Analyst at HSBC, where she has worked since 2016. With a diverse background in customer service and sales, she has contributed to quality initiatives and process improvements within the organization.
Work at HSBC
Laura Jack has been employed at HSBC since 2016, serving as a Quality Assurance Analyst in Edinburgh, United Kingdom. In her role, she supports the delivery of quality-related initiatives and contributes to their success. Prior to her current position, she held several roles at HSBC, including Premier Team Manager from 2015 to 2016, Senior Customer Service Representative - Premier Banking from 2014 to 2015, and Customer Service Representative - Premier Banking from 2013 to 2014. Her extensive experience within the organization has established her as a subject matter expert across various franchises, including John Lewis Financial Services and Marks and Spencer’s Bank.
Education and Expertise
Laura Jack completed her education at Craigmount High School, where she studied from 2002 to 2007. Her academic background laid the foundation for her career in customer service and quality assurance. Over the years, she has developed expertise in quality assurance processes, risk mitigation, and management training. Laura delivers training and coaching sessions to management at all levels within HSBC UKCS, enhancing their understanding of performance and compliance issues.
Background
Before joining HSBC, Laura Jack gained experience in retail and customer service roles. She worked as a Sales Associate at BHS from 2007 to 2012 and as a Sales Representative at Safestore Self Storage for 7 months in 2012. Her diverse background in customer-facing roles has contributed to her skills in communication and customer relationship management. This experience has been instrumental in her transition to quality assurance within the banking sector.
Achievements
In her current role as Quality Assurance Analyst, Laura Jack implements process improvements aimed at mitigating risks to HSBC UKCS and its customers. She provides commentary and analysis on centrally issued management information, guiding site management on performance and compliance issues. Her contributions have supported the overall success of quality initiatives within the organization, demonstrating her commitment to enhancing operational standards.