Customer Support Training & Quality Assurance Lead (Banking Experience Preferred) – GXBank
Role Summary
The Customer Support Training & Quality Assurance Lead is responsible for designing and implementing training frameworks for the Customer Experience team. This role significantly impacts service quality and team performance within the banking sector.
Job Description
In this role, you will oversee the training and quality assurance processes for the Customer Support team, ensuring that agents are well-equipped to deliver exceptional service. You will collaborate closely with team leaders to monitor performance and identify areas for improvement.
Key Responsibilities:
- Design and implement training frameworks for the Customer Experience team.
- Monitor agent interactions to assess performance and identify training needs.
- Collaborate with team leaders to enhance overall team performance.
- Develop and maintain standard operating procedures (SOPs) for training.
- Leverage data analytics to drive service improvement initiatives.
- Ensure training content is current and compliant with regulatory standards.
- Promote a culture of service excellence within the team.
Job Requirements
Proven experience in training and quality assurance in a customer support environment.
Strong analytical skills to assess performance data.
Excellent communication and coaching abilities.
Familiarity with banking operations and compliance standards.
Ability to develop and maintain training materials and SOPs.
Quick Info
Company
GXBank
Location
Kuala Lumpur
Salary
—
Skills Required
7 skills
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Required Skills
Training Development
Quality Assurance
Data Analysis
Communication
Coaching
Collaboration
Performance Metrics
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