Not specified (assumed to be on-site based on the nature of the role).
Contact center monitoring and auditing
Internal audit testing
Procedure review and recommendation
UOB is seeking a Quality Assurance Senior Officer to monitor and enhance the performance of its Contact Center operations. The role requires a bachelor’s degree, at least two years of relevant experience, and strong communication and problem-solving skills
Job Summary
Daily monitor Contact Center team’s activities with sample check Day 2 and call monitoring.
Perform quarterly internal audit test to ensure robust control in Contact Center.
Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies.
Matching Summary
Match Score: 85
UOB is seeking a Quality Assurance Senior Officer to monitor and enhance the performance of its Contact Center operations. The role requires a bachelor’s degree, at least two years of relevant experience, and strong communication and problem-solving skills.
Skills & Requirements
Must-have
Contact Center monitoring and auditing
internal audit testing
procedure review and recommendation
risk assessment and compliance
report design and analysis
Nice-to-have
customer service techniques development
policy gap identification
industry practices knowledge
creative problem solving
unbiased working environment
Key Requirements
Bachelor’s/University degree or equivalent experience