Customer Support Training & Quality Assurance Lead (Banking Experience Preferred) at GXBank - Kuala Lumpur

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.

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.