Quality Assurance Manager — Banking & Compliance

UOB; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

United Overseas Bank Ltd is recruiting for a quality assurance-focused role within its Contact Centre in Singapore. You will validate high-risk customer instructions, perform compliance checks, and monitor service quality to drive performance and risk controls.

The role requires strong English communication, excellent interpersonal skills, and the ability to work independently or in a team. Candidates should have 4+ years of banking experience and a solid understanding of banking products and

Qualifications

• Minimum 4 years of experience in banking customer service or operations.
• Good knowledge of banking/cards processes, products and systems.
• Excellent written and spoken English with influencing skills.
• Strong interpersonal, communication, and problem-solving abilities.
• Ability to work independently and as part of a team.
• Accurate, detail-oriented under pressure with resilience.

Responsibilities

• Validate customers' instructions for high-risk orders (stop payment, scams, recall of funds).
• Perform compliance checks on customer requests approved by CSR.
• Review interactions (call, email, chat, social media) for quality monitoring.
• Ensure interactions meet quality and performance standards with calibration sessions.
• Collate and analyze statistical reports for Contact Centre Management.
• Use quality data to track team and individual performance.

Skills

Strong communication skills

Interpersonal skills

Customer service mindset

Independent and teamwork

Problem solving

Attention to detail

Education

Bachelor's degree

Tools

CRM systems

Quality monitoring tools

Banking systems

Job description

United Overseas Bank Ltd is recruiting for a quality assurance-focused role within its Contact Centre in Singapore. You will validate high-risk customer instructions, perform compliance checks, and monitor service quality to drive performance and risk controls.

The role requires strong English communication, excellent interpersonal skills, and the ability to work independently or in a team. Candidates should have 4+ years of banking experience and a solid understanding of banking products and