Manager, Quality Assurance and Control, Group Contact Center

4 weeks ago

Singapur, Singapore United Overseas Bank Full time

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.

  • Quality Assurance Analyst

    3 weeks ago

    Singapur, Singapore Best Careers and Opportunities Full time

    JOB LOCATION: SINGAPORE JOB TITLE: QUALITY ASSURANCE ANALYST Job Description: Role Purpose: The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across the SMB Programs for internal stakeholders as well as external vendors in APAC. Ideal candidates will need to be proficient in both Customer Service and Sales...

  • Customer Contact Services

    4 weeks ago

    Singapur, Singapore Singapore Airlines Full time

    Job DescriptionThe successful candidate will join Customer Contact Services Department (CCSD) in Customer Services & Operations Division. At CCSD delivering excellent Customer Service is key to help differentiate & position us as a Global leader in our industry. He/she will be responsible for monitoring, analyzing, and working in collaboration with in-house...

  • Quality Assurance and Control Manager, Group Retail Operations

    4 weeks ago

    Singapur, Singapore United Overseas Bank Full time

    Quality Assurance and Control Manager, Group Retail Operations Posting Date: 17-May-2023 Location: SG Company: United Overseas Bank Limited 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...

  • Manager, Service Quality, Contact Center

    1 month ago

    Singapur, Singapore United Overseas Bank Full time

    Manager, Service Quality, Contact Center Posting Date: 14-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd 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...

  • Quality Assurance Specialist

    1 month ago

    Singapur, Singapore AIG Full time

    Your contribution at AIGAs a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business.This role requires the candidate to work in a team of Quality Assurance Specialists, reporting to the Quality & Training...

  • Quality Assurance Specialist

    4 weeks ago

    Singapur, Singapore AIG Full time

    Your contribution at AIGAs a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business.This role requires the candidate to work in a team of Quality Assurance Specialists, reporting to the Quality & Training...

  • Manager, Workforce Management, Group Contact Center

    4 weeks ago

    Singapur, Singapore United Overseas Bank Full time

    Manager, Workforce Management, Group Contact Center Posting Date: 18-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd 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...

  • SVP, Team Lead for Credit Management and Quality Assurance, Risk Management Group

    1 day ago

    Singapur, Singapore DBS Bank Full time

    Business Function Risk Management Group works closely with our business partners to manage the bank’s risk exposure by balancing its objective to maximise returns against an acceptable risk profile. We partner with origination teams to provide financing, investments and hedging opportunities to our customers. To manage risk effectively and run a...

  • Assistant VP, System Project

    1 month ago

    Singapur, Singapore United Overseas Bank Full time

    Assistant VP, System Project (Contact Center Systems), Group Contact Centre (PROCO) Posting Date: 27-May-2023 Location: Singapore, SG Company: United Overseas Bank Limited 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...

  • Product Quality Assurance and IT Governance Deputy Manager

    1 month ago

    Singapur, Singapore PSA International Full time

    As a member of #TeamPSA, you will be part of a diverse and global team at the forefront of creating cargo solutions to enable more agile, resilient and sustainable supply chains. Experience first-hand and drive supply chain transformation from Singapore and through PSA’s global network of ports, logistics and supply chain solutions. Alongside, we can...

  • Operation Assurance Manager

    2 weeks ago

    Singapur, Singapore Australia and New Zealand Banking Group Limited (ANZ) Full time

    Operation Assurance Manager Operation Assurance Manager Req ID: Department: Insto Ops Risk Assurance Division: Institutional Location: Singapore About the Role At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps...

  • Quality Assurance Analyst

    1 month ago

    Singapur, Singapore Wipro Full time

    Role Purpose The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across the SMB Programs for internal stakeholders as well as external vendors in APAC. Ideal candidates will need to be proficient in both Customer Service and Sales environment as well as having a good understanding of the APAC market nuances in...

  • Quality Assurance Manager

    1 month ago

    Singapur, Singapore Survitec Full time

    Vacancy Title : Quality Assurance Manager Vacancy Location:  Senoko, Singapore Engagement Type:  Full-Time (Permanent) Your Company  Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of...

  • SVP, Quality Control Lead, Group Compliance

    4 weeks ago

    Singapur, Singapore United Overseas Bank Full time

    SVP, Quality Control Lead, Group Compliance Posting Date: 25-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd 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...

  • Analyst/AVP, Quality Assurance

    1 month ago

    Singapur, Singapore SMBC Group Full time

    Quality Assurance on AML and Corporate Compliance Understand AML, Compliance and regulatory controls in each dept and requirements of applicable regulations and policies Assist to create quality assurance programs in line with Compliance and AML action plans and internal policies Review and update QA programs periodically and upon changes to laws and...

  • Laboratory Quality Management Specialist

    4 weeks ago

    Singapur, Singapore Centers for Disease Control and Prevention Full time

    Summary As a global leader in public health & health promotion, CDC is the agency Americans trust with their lives. In addition to our everyday work, each CDC employee has a role in supporting public health emergency management, whether through temporary assignments to emergency responses or sustaining other CDC programs and activities while colleagues...

  • Senior Officer, Customer Service, Contact Center

    1 month ago

    Singapur, Singapore United Overseas Bank Full time

    Senior Officer, Customer Service, Contact Center Posting Date: 23-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...

  • Manager, Workforce Management, Contact Center

    1 month ago

    Singapur, Singapore United Overseas Bank Full time

    Manager, Workforce Management, Contact Center Posting Date: 16-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd 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,...

  • Senior Quality Assurance Specialist

    4 weeks ago

    Singapur, Singapore GXS Full time

    Get to know our Team: We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. We are focused on promoting and developing healthy saving and investment practices across generations. Get to know the Role: We are living in exciting times. Technology is...

  • Quality Assurance Manager

    4 weeks ago

    Singapur, Singapore Novo Recruitment Solutions Pte Ltd Full time

    Job Responsibilities:The creation, upkeep, and ongoing enhancement of the organization's Quality Management System (QMS), maritime class approvals, and regulatory obligations .Arrange, plan, and take the initiative to spearhead quality-related projects and advance a culture of quality inside the business.Sustaining and enhancing quality performance to...