About the role
AI summarisedThis is a Manager, Control & Governance role in the Contact Center at UOB, a leading Asian bank. The role involves validating customer instructions for high-risk orders, performing quality checks on customer service interactions, and analyzing data to ensure compliance with guidelines and performance standards.
BusinessFull-timeGeneral
Key Responsibilities
- Perform validation of customers' instruction for critical and high-risk orders such as stop payment of cheque, reporting scam/unauthorized and recall of funds as some examples, by retrieving interaction recording from various systems and details from Customer Relationship Management system (CRM).
- Performs Day-2 checks on customer requests approved by Customer Service Representative (CSR) such as waiver request for credit cards and CashPlus to ensure adherence to guidelines set by business units and management.
- Review interactions (call, email, chat, social media posts, faxes) to evaluate the quality of customer service delivery in accordance with quality monitoring standards.
- Ensure interactions meet performance expectations in accordance with quality monitoring standards through regular calibrations sessions and dialogues.
- 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.
Requirements
Requirements were not listed in the extracted data for this post.