Manager, Quality Control & Governance, Contact Center

1011 United Overseas Bank Ltd; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

1011 United Overseas Bank Ltd is seeking a detail-oriented Compliance and Quality Analyst in Singapore. You will validate high-risk customer instructions, perform compliance checks, and review interactions to ensure service quality across channels.

You will collate reports, analyze data, and support performance improvement for the contact centre. English fluency and banking knowledge are essential.

Qualifications

• Minimum 4 years of experience in banking or related field.
• Good knowledge of banking/card processes, products and systems.
• Excellent written and spoken English; ability to influence and persuade.
• Strong customer service mindset with communication and problem-solving skills.
• Ability to rapidly assimilate complex information and make expert judgments under pressure.
• High level of accuracy and attention to detail; resilient under pressure.
• Self-motivated with initiative and completer/finisher mindset.

Responsibilities

• Validate customers' instructions for critical/high-risk orders; retrieve details from CRM and systems.
• Perform compliance checks on customer requests approved by CSR in line with guidelines.
• Review interactions (call/email/chat/social) to assess quality against standards.
• Collate and analyze statistical reports for Contact Centre management reviews.
• Use quality data to track team and individual performance through calibrations.

Skills

Communication skills

Interpersonal skills

Customer service

Problem solving

Attention to detail

Resilience

Initiative

Completer/finisher

Teamwork

Education

Bachelor's degree

Job description

Company: 1011 United Overseas Bank Ltd

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.

Job Responsibilities

Perform validation of customers’ instruction for critical and high-risk orders such as 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 Compliance 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) to evaluate the quality of customer service delivery in accordance with quality monitoring standards. Ensure interactions meet performance expectations in accordance with 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.

Requirements

Minimum 4 years of experience Good knowledge in banking/cards process, products and systems. Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers. Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team. A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public. Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations. High level of accuracy and attention to detail. Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude. Have a good problem solving mindset when handling complaints Highly motivated self-starter with initiative and showcases strong completer/finisher skills. Additional Requirements English, University-Bachelor

Be a Part of the 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.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Career Site: UOB Career site