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Manager, Contact Center Quality Control, Group Retail Operations

Posting Date:  20-Jul-2022


Company:  United Overseas Bank Limited

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

Our history spans more than 80 years. Over this time, we have been guided by our values — Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Position Summary

The Quality Assurance and Control Manager is part of the Controls and Governance team that performs Day-2 Review checks, conduct quality monitoring across Omni-customer interaction channels, identifying and recommending areas-of-improvement on interactions monitored, as well as ensuring the quality and customer experience meet standards of UOB.

Job Responsibilities

  • Perform validation of customers’ instruction for critical and high-risk orders such as telegraphic transfer, remittance applications; stop payment of cheque, reporting scam/unauthorized and recall of funds as some examples, by retrieving interaction recording from various systems and details from Customer Relationship Management system (CRM).
  • Performs Day-2 checks on customer requests approved by Customer Service Representative (CSR) such as waiver request for credit cards and CashPlus to ensure adherence to guidelines set by business units and management.
  • Review interactions (call, email, chat, social media posts, faxes) to evaluate the quality of customer service delivery in accordance to quality monitoring standards.
  • Ensure interactions meet performance expectations in accordance to quality monitoring standards through regular calibrations sessions and dialogues.
  • Collate, prepare and analyze statistical reports on a regular basis based on checks performed, for Contact Centre Management reviews.
  • Uses quality monitoring data to track performance at the team and individual level.

Job Requirements

  • A university degree holder in any discipline with a minimum 5 years of relevant experience in Quality Assurance / Quality Control and is familiar with banking and/or credit cards process, products and systems.
  • Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skill.
  • A strong customer service mindset with good communication and customer centric drive to improve customer experience.
  • Possess good interpersonal skills and able to work independently and as a team.
  • High level of accuracy and attention to detail.
  • Proficient in Microsoft Office applications.

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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