Customer Support Quality Assurance Analyst

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

• Evaluate customer interactions by reviewing recorded phone calls, live chats, and email responses against established quality guidelines
• Identify strengths and development opportunities within the Customer Experience (CE) agent team
• Provide clear, detailed, and actionable constructive feedback to CE agents
• Deliver recommendations to CE team managers/leads to enhance performance
• Analyse interaction patterns to recommend improvements to processes, call flows, scripts, and guidelines
• Document quality assessments thoroughly and maintain accurate records
• Generate and manage trending quality scores and relevant performance data that is required to support improvement on service quality.
• Prepare and distribute quality assurance reports to stakeholders according to the Training & Quality Assurance framework
• Support operations teams in achieving quality standards and key performance indicators (KPIs/OKRs)
• Collaborate with training teams to address identified skill gaps
  
  

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