Manager, Quality Control & Governance, Contact Center

Role summary

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The Manager, Quality Control & Governance, Contact Center is responsible for strengthening service quality, operational controls, governance standards and customer experience across contact-center activities. Requirements typically include a degree or equivalent experience, several years in contact-center operations, quality assurance, risk control, audit or governance, and strong knowledge of banking procedures and regulatory expectations. The candidate should be analytical, detail-oriented and confident working with senior stakeholders. Key expectations include designing quality-monitoring frameworks, reviewing customer interactions, identifying control gaps, tracking remediation, preparing management reports and supporting continuous improvement. Strong communication, stakeholder-management, problem-solving and data-analysis skills are important, together with the ability to manage competing priorities in a regulated financial-services environment.

About the employer

United Overseas Bank (UOB) is a major Singapore-headquartered banking group with operations across Southeast Asia and selected markets in Asia-Pacific. Established in 1935, the bank provides personal and business banking, wealth management, commercial banking, corporate banking, investment banking and transaction services. UOB serves individuals, small and medium-sized enterprises, large corporations and institutional clients through branches, digital channels and specialist teams. The group is known for its strong regional network, particularly in Singapore, Malaysia, Indonesia and Thailand, and has expanded its capabilities through technology, digital banking and acquisitions. As a regulated financial institution, UOB places significant emphasis on customer protection, operational resilience, risk management, compliance and service quality. Employees generally work in a structured, performance-oriented environment with opportunities to collaborate across countries and business functions.