Quality Assurance and Control Manager

1 month ago

Singapur, Singapore United Overseas Bank Full time
About the Role

We are seeking a highly skilled Quality Assurance and Control Manager to join our Technology and Operations team. As a key member of our team, you will be responsible for ensuring the quality of our banking services and operations.

Key Responsibilities
  • Review and assess escalations from our VEMF/Inbound Department to identify, liaise and resolve customer issues completely and promptly.
  • Ensure the validity of each escalation prior to escalating out to BU/SU and maintain the quality of escalation.
  • Liaise with other Business Units (BU) / Stake Holders (SH) to acknowledge, follow-up on actions/feedback requested by customers through various Contact Centre touchpoints and contact customers to resolve requests/feedback promptly within the established service turnaround time.
  • Ensure respective business owners acknowledge escalation requests and resolve the customers' requests promptly within the established service turnaround time.
  • Monitor BU/SH's adherence to rules, regulations and procedures and escalate to respective senior management (when required).
  • Handle complaints and ensure all callbacks to address customers' issues are completed within the timeline promised to or requested by customer.
  • Work with BU/SH or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of contact centre processes.
Requirements
  • Minimum 2 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.

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