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

GX Bank Berhad

3-5 years contact centre experience
Financial services background preferred
Quality assurance framework design
The role drives the end-to-end training and quality strategy for the Contact Support team at GX Bank Berhad

Job Summary

  • The role drives the end-to-end training and quality strategy for the Contact Support team at GX Bank Berhad.
  • Candidates must ensure consistent delivery of high-quality, customer-centric service across Live Chat, Digital Messaging, and Voice channels.
  • The position requires monitoring agent interactions to identify strengths and development opportunities aligned with regulatory standards.

Matching Summary

The role drives the end-to-end training and quality strategy for the Contact Support team at GX Bank Berhad.

Skills & Requirements

Must-have

  • 3-5 years contact centre experience
  • Financial services background preferred
  • Quality assurance framework design
  • Regulatory compliance knowledge BNM
  • Customer experience principles

Nice-to-have

  • Learning Management Systems experience
  • Speech and text analytics tools
  • Strong coaching culture mindset
  • Cross-functional collaboration skills
  • High attention to detail

Key Requirements

  • Bachelor's degree in Business or related field
  • Knowledge of BNM regulatory requirements
  • Proficiency in Microsoft Office and Google Suite

Work Rights

Not specified

Tailored Resume

Cover Letter