Retail Customer Service Quality Control Senior Officer

UOB

Ho Chi Minh City
Permanent
Full-time

1 hour ago

About UOBUnited 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.Job DescriptionResponsibilities:

Daily monitor Contact Center team’ s activities with sample check Day 2 and call monitoring
Perform quarterly internal audit via MCA test to ensure robust control in Contact Center

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

Recommend appropriate actions to resolve identified problems, as needed

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

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding UOB, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Design and analyze moderately complex reports to satisfy management requirements

Write specifications for new report programs, spreadsheets and other devices to produce reports

Develop and prepare reports and records relating to quality and risk control • Provide basic assistance within a specific section of the company's customer service quality

Develop and maintain working knowledge of industry practices and standards • Assist to management team to set up the KPI target, in charge on checking data, calculating and reporting Contact Center agents’ performance in proper manner
Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements.

Qualifications:

2 years of experience in a related role

Ability to exchange information in a clear and concise way

Effective verbal and written communication skills

Influencing and relationship management skills

Proven ability to creatively solve problems

Demonstrated ability to remain unbiased in a diverse working environment

Education:

Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Additional RequirementsBe a Part of the UOB FamilyUOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.Apply now and make a Difference

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