Manager, Quality Assurance and Control, Group Contact Center
4 weeks ago
Manager, Quality Assurance and Control, Group Contact Center
Posting Date: 30-May-2023 Location:Singapore
Company: 3677
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.
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.
Job Responsibilities
Review and assess escalations (SQMS/SOS) from VEMF/Inbound Department to identify, liaise and resolve customer issues completely and promptly. Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained. 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. Ensures respective business owners acknowledge escalation requests and resolves 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.
Job 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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