About this role
Job Overview We are seeking a highly motivated and detail-oriented to join our team. This role is crucial for optimizing our workforce allocation and enhancing critical functions as we integrate Generative AI (Gen AI) into our operations. The successful candidate will be responsible for reviewing and analyzing Gen AI-generated reports to ensure accuracy, compliance, and continuous improvement in our call quality management. This position requires a strategic thinker who can translate insights into actionable improvements and collaborate with relevant teams to implement enhancements, ultimately contributing to a superior customer experience. Responsibilities
• Monitoring Reports for Gen AI Models: Conduct thorough reviews of monitoring reports generated from the Gen AI-powered Models. Assess agents' performance, identify opportunities for improvement, and ensure effectiveness. • Call Quality Management: Perform call monitoring and review of automated QA reports to critically analyze call Quality Assurance (QA) reports generated by Gen AI, identifying trends, flagging anomalies, reviewing calls, and ensuring consistent adherence to quality standards. Translate insights derived from these reports into actionable improvements for call quality. • Collaboration and Implementation: Collaborate with relevant teams to implement enhancements and improvements identified through report analysis, ensuring that the adoption of Gen AI directly contributes to a superior customer experience. • Continuous Improvement: Proactively identify opportunities for process optimization, standardization, and automation within the call quality management framework, leveraging Gen AI capabilities. • Managing student loan reporting and queries: Perform periodic reporting to MOE, submission of cases for proposal for write off, reconciliation and handling of ad-hoc queries Qualifications:
• Proven experience in quality assurance, call centre operations, or a related field. • Strong analytical and problem-solving skills with a keen attention to detail. • Ability to critically review and interpret data, drawing meaningful conclusions and recommending actions. • Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely. • A proactive approach to identifying and addressing quality-related issues. • Familiarity with Generative AI concepts and applications is a plus. • Ability to work independently and as part of a team.
Location: DBS Asia Hub Job: Risk Management. Schedule: Regular Employee Status: Full time