Manager, Quality Control & Governance, Contact Center

Job 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 Compliance 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) 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: Minimum 4 years of experience

Good knowledge in banking/cards process, products and systems.

Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.

Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.

A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.

Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

High level of accuracy and attention to detail.

Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.

Have a good problem solving mindset when handling complaints

Highly motivated self-starter with initiative and showcases strong completer/finisher skills.