Quality Assurance Manager - Contact Center

Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred

Be a Part of the UOB Family

The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities focusing on Quality Assurance.

The Service Manager is an intermediate management position responsible for providing full leadership and direction to Retail Customer Service Quality Assurance Team.

Reports to Quality Assurance & Control, Process Excellence Team Manager

Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements

Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans

Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies

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.

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.