Senior Officer, Quality Assurance and Control Officer, Contact Center

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading Asian bank in Singapore is seeking a Quality Assurance and Control Officer/Manager to enhance customer experience. The role involves validating customer instructions, performing quality checks on service interactions, and analyzing performance data. Candidates should have a degree, minimum 5 years of experience in a Contact Centre, and strong interpersonal and communication skills. This position emphasizes a customer-centric approach and attention to detail.

Qualifications

• Minimum 5 years of relevant experience in Contact Centre.
• Familiar with banking and/or credit card processes, products and systems.
• Able to work independently and as part of a team.

Responsibilities

• Validate customer instructions for high-risk orders.
• Perform Day-2 checks on customer requests approved by CSR.
• Review interactions to evaluate quality of customer service.
• Ensure interactions meet performance expectations.
• Analyze statistical reports for management reviews.

Skills

Customer service mindset

Problem-solving skills

Communication skills

Interpersonal skills

Attention to detail

Education

Degree holder in any discipline

Tools

Microsoft Office

Job description

Overview

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 Description

The Quality Assurance and Control Officer/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.

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 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.

Qualifications

• Degree holder in any discipline with a minimum 5 years of relevant experience in Contact Centre and is familiar with banking and/or credit cards process, products and systems (prior experience as universally trained UOB Contact Centre staff preferred).
• Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skills.
• 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.

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.

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