Manager - United Overseas Bank
Core
Validating high-risk customer instructions, performing compliance checks on approved requests, and monitoring call/email/chat/social media interactions for quality assurance in a banking contact center.
Role type
Senior IC Quality Assurance Manager (Contact Center)
Builds
Quality monitoring reports and performance tracking data for Contact Centre Management
Domain
Banking / Financial Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Validation of high-risk orders, Compliance checks, Quality monitoring of interactions, Statistical report analysis, Performance tracking, Problem solving, Attention to detail, Independent work, Team collaboration
Preferred skills
Knowledge of banking/cards processes and systems, Influence and persuasion, Rapid assimilation of complex information, Personal resilience
Technologies
CRM systems, Call recording systems
Responsibilities
Validate customer instructions for critical/high-risk orders (e.g., stop payment, scam reporting), Perform compliance checks on CSR-approved requests (e.g., credit card waivers), Review multi-channel interactions for quality standards, Conduct calibration sessions to ensure performance expectations, Collate and analyze statistical reports for management reviews, Track team and individual performance using quality data
