Job Description

As an AI Quality Assurance Analyst, you would be able to work on and solve some of the many interesting challenges we are facing, learn new ways of working, and build delightful high-quality experiences for our internal and external customers.

We are seeking a proactive AI Quality Assurance Analyst to join our Customer Care team In this role, you will be responsible for overseeing the accuracy and reliability of our GenAI customer engagement tools, including chatbot and sentiment analysis. This role ensures that automated interactions meet regulatory and compliance standards around responsible AI usage, while proactively identifying risks and intervening when human judgement is required.

The role reports to the Contact Centre Excellence Lead

Roles & Responsibilities

AI Interaction Monitoring

• Monitor live and historical chatbot conversations to detect inaccuracies, hallucinations or inappropriate responses.
• Review sentiment analysis outputs to ensure correct classification and escalations of high-risk customer interactions.
• Identify recurring failure patterns and recommend actions for improvements.
• Contribute to training datasets by updating new or edge cases and through knowledge base refinements

Human-in-the-loop Intervention

• Step in to manage complex, sensitive, or high-impact cases when chatbot responses fall short.
• Trigger escalation to relevant teams when necessary.

Quality Assurance & Governance

• Ensure AI behaviors align with regulatory requirements, internal policies and Responsible AI principles.
• Perform regular monitoring, document findings, risks and remediation actions.
• Support in UAT and post-deployment validation.
• Track changes, perform data analysis to produce actionable insights

Operational Support

• Achieve and exceed Customer Care KPIs while maintaining high standards of quality and service delivery.
• Champion a culture of customer obsession by promoting empathetic, high-quality service and streamlined processes.
• Provide support for additional ad hoc tasks as required.

Role Specific Technical Competencies:

Skill

Target proficiency level

Knowledge of Contact Centre metrics

Core

Knowledge of Contact Centre metrics

Core

Writing skills

Core

MS Office Excel, PowerPoint

Core

Our Ideal Candidate:

• University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
• Good understanding of Banking and Financial products
• Experience using business intelligence tools (e.g. Tableau) preferred
• Knowledge of the Bank’s Control Framework and Governance Structure preferred
• Superior listening, written and verbal communication skills required
• Service-oriented with positive attitude to drive differentiated customer experience
• Good knowledge of MS Office and proficient in related computer applications
• Experience Agile way of working and tools (Jira, Confluence, Slack, etc)