Customer Support Quality Assurance Analyst

GX Bank Berhad - the Grab-led Digital Bank - is the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses

Reporting into the Head of Contact Services/Customer Support, the Service Assurance & Quality Analyst is responsible for developing, shaping and executing the digital banking customer servicing strategy, as well as responsible for the smooth operation of the bank’s contact support team, where customer support executives interact with the bank’s customers across different touch points.

• Support delivery of a great customer experience by identifying strengths and/or development opportunities in the Digibank Contact Support agents, in the way they are interacting with customers through reviews of phone/recording and chat/email responses of CS agents using the prescribed quality guidelines

• Support the operations teams to be able to achieve standards for quality and related OKRs (KPIs) are met and initiates improvement actions, when necessary, by

  • Providing clear, detailed and actionable constructive feedback to CS agents and recommendations to CS team managers/leads

  • Recommend ways to improve processes, call flows, scripts and guidelines based on actual calls and chat/email reviews and observations

  • Document quality assessments, generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by Training & Quality Assurance framework

The must haves:

• 3-5 years experience in a Contact Centre / Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers

• Prior experience in training/QA/continuous improvement preferred

• Prior experience in text-based chat as well as voice calls preferred

• Bachelor’s degree in a related field

• Solid knowledge and understanding of contact centre technology, processes and operations

• Must be proficient in the language(s) required by the process

• Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite

• Ability to communicate results to management and in a fast-paced environment;

• Customer centric and attention to detail

• Ability to work both independently and in a team environment

• Outstanding organizational skills with multitasking skills

• Strong acumen in data analysis, reporting, time management and organisational skills