Retail Customer Service Quality Control Senior Officer

United Overseas Bank (Vietnam) Limited (UOB); Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading bank in Asia is seeking a Retail Customer Service Quality Control Senior Officer in Singapore. This role involves monitoring Contact Center activities, performing audits, and recommending improvements to service procedures. The ideal candidate will contribute to the development of new customer service techniques and ensure compliance with regulations. Experience in risk governance and customer service operations is essential.

Responsibilities

• Daily monitor Contact Center team’s activities with sample check Day 2 and call monitoring.
• Perform quarterly internal audit via MCA test to ensure robust control in Contact Center.
• Review procedures on timely manner and recommend new work procedures.

Job description

Retail Customer Service Quality Control Senior Officer

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, Thailand and Vietnam, 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

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Key responsibilities

• Daily monitor Contact Center team’s activities with sample check Day 2 and call monitoring
• Perform quarterly internal audit via MCA test to ensure robust control in Contact Center
• Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Recommend appropriate actions to resolve identified problems, as needed
• Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding UOB, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Design and analyze moderately complex reports to satisfy management requirements
• Write specifications for new report programs, spreadsheets and other devices to produce reports
• Develop and prepare reports and records relating to quality and risk control
• Provide basic assistance within a specific section of the company's customer service quality
• Develop and maintain working knowledge of industry practices and standards
• Assist to management team to set up the KPI target, in charge on checking data, calculating and reporting Contact Center agents’ performance in proper manner
• Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements.