Manager, Control Governance, Contact Center

• 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:

• Minimum 5 years of experience with a Bachelor Degree.

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

• 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.