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Assistant Manager, Quality Assurance & Complaint HandlingDBS Bank Ltd
  • Kwun Tong
  • Salary negotiable
  • Posted on 21 May 2019
Assistant Manager, Quality Assurance & Complaint HandlingDBS Bank Ltd
Job Highlights
  • Quality Assurance role in call centre
  • Experience in corporate banking customer service
  • Strong risk control and customer service mindset
Job Description

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.



  • Ensure the Call Centre to deliver quality customer services at professional standards
  • Develop and maintain standard call scripts when new / enhanced product / campaign is rolled out
  • Perform quality control by reviewing calls and provide coaching to Customer Service Officers on a regular basis
  • Drive process improvements in Call Centre, as well as initiatives to improve call quality
  • Handle customer’s complaint in a fair and timely manner with well documented and transparent procedures
  • Ensure the complaint handling process operates in a responsible, honest, independent, effective, fair and professional manner
  • Partner with Business on how to best design the customer experience aspect of new products/initiatives
  • Determine the impact of new business initiatives to the Call Centre, as well as communicating the possible implications to the team


  • Degree holder or above qualifications
  • Minimum 5 years of experience in Corporate Banking Customer Services
  • Excellent communication and analytical skills
  • Good project management skills
  • Strong passion in customer servicing and establishes goals, measurements and end-to-end processes to enhance customer experience
  • Strong business acumen and networking with other business units within and outside the bank
  • Strong risk control mindset


Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Additional Information
Years of Experience
5 years
Employment Type
Full Time
Company Website
Company details
See Job Description
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