Customer Support Training & Quality Assurance Lead (Banking Experience Preferred)

Get To Know Our GX Bank Team

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.

Get To Know The Role

The Training & Quality Assurance (TQA) Lead is responsible for driving the end-to-end training and quality strategy for the Contact Support team, ensuring consistent delivery of high-quality, customer-centric service across all digital banking support channels (Live Chat, Digital Messaging, and Voice). This role plays a critical part in elevating performance, ensuring regulatory compliance,

and cultivating a strong service culture.

• Lead the design, implementation, and continuous improvement of training and quality assurance frameworks to support the Customer Experience team.
• Monitor and evaluate agent interactions to identify strengths, development opportunities, and training needs in alignment with GXBank’s customer experience goals and compliance standards.
• Collaborate with team leaders and operations managers to drive a coaching culture and improve frontline performance through structured feedback and skill enhancement.
• Develop and maintain Standard Operating Procedures (SOPs), quality scorecards, and lesson-learned logs to ensure consistency and alignment with internal policies and external regulations.
• Leverage quality and performance data (including speech and text analytics, VOC, and CSAT) to derive actionable insights and drive continuous service improvement.
• Work closely with CE Operations and Support teams to identify trends, knowledge gaps, and recurring issues that require upstream resolution.
• Serve as a key contributor to team engagement initiatives, promoting the bank’s values, service excellence culture, and performance accountability.
• Ensure all training content is updated and aligned with product/process changes and regulatory obligations.
  
  

The Must-Haves

• 3–5 years of experience in a contact centre/customer support role, preferably within financial services (e.g., banks, digital banks, payments, wallets, acquirers).
• Demonstrated experience in quality assurance, training delivery, and/or continuous improvement functions.
• Strong understanding of contact centre operations, customer experience principles, and digital servicing technologies.
• Bachelor’s degree in Business, Communications, Banking/Finance, or a related field.
• Knowledge of BNM and other applicable regulatory requirements in the context of customer service and data handling.
• Excellent analytical and problem-solving skills, with the ability to translate data into meaningful action.
• Proficient in Microsoft Office and Google Suite; experience with Learning Management Systems and Quality Monitoring Tools is a plus.
• Effective communicator with strong interpersonal and presentation skills.
• High attention to detail, customer-centric mindset, and the ability to manage multiple priorities in a dynamic environment.
• Able to work independently and collaboratively across cross-functional teams.