Manager, Control & Governance, Contact Center
UOB
- Singapore
- Permanent
- Full-time
- The Quality Assurance and Control 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.
- 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
- A university degree holder in any discipline with a minimum 5 years of relevant experience in Quality Assurance / Quality Control and is familiar with banking and/or credit cards process, products and systems.
- Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skill.
- 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.