Trust Bank - AI Quality Assurance Analyst
Requirements
• 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) • If you apply for a job with Trust or submit any personal information in connection with a possible job opportunity, you agree to our privacy notice for job applicants. • Come as you are! Trust is an inclusive and open-minded workplace. If you are good at what you do and care about doing a good job, that’s what we focus and want from you. So come as you are. 😊 • Come as you are!
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 • 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 • MS Office Excel, PowerPoint
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