Analyst, Process and Knowledge Governance

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

The incumbent is responsible for supporting the execution and maintenance of process governance and knowledge management within Careline and customer-facing channels. This includes ensuring SOPs, FAQs, and knowledge content are accurate, up-to-date, and aligned with operational requirements.

What You'll Do:

SOP & Process Support

• Assist in documenting, updating, and maintaining Standard Operating Procedures (SOPs) with proper version control
• Ensure SOPs are accurately reflected in operational workflows and system usage
• Support process standardization efforts and highlight inconsistencies for review

FAQ & Knowledge Base Management

• Support the creation, update, and maintenance of FAQ content across Help Center, chatbot, and internal knowledge bases
• Ensure accuracy, clarity, and consistency of content before publication
• Perform formatting, tagging, and categorization of knowledge articles for easy retrieval
• Assist in preparing FAQs and content for new product launches or feature updates

Content Review & Readiness

• Review FAQs, T&Cs, and customer communication materials for clarity and completeness
• Ensure all content follows internal guidelines and is approved prior to release
• Support content readiness checks before campaigns or product launches

Customer Insights & Analysis

• Analyze customer inquiries, complaints, chatbot logs, and feedback to identify common issues
• Prepare reports and dashboards to highlight trends and recurring pain points
• Provide insights to support improvements in self-service, SOPs, and customer communication

Stakeholder Coordination

• Work with internal teams (Product, Operations, Marketing, Compliance) to gather information for SOP and FAQ updates
• Support coordination for knowledge updates during product changes or campaigns
• Assist in ensuring alignment of content across different customer touchpoints

Operational & Administrative Support

• Support drafting of customer communication templates and basic scripts (e.g., incident responses, announcements)
• Assist with IVR content updates and coordination for recordings
• Maintain tracking logs for SOP updates, FAQ revisions, and knowledge base changes

Continuous Improvement Support

• Assist in initiatives to improve knowledge management and process efficiency
• Identify gaps in knowledge content and recommend updates or enhancements
• Support efforts to improve self-service adoption and reduce contact volume

Role Requirements:

• Diploma / Bachelor’s Degree in any field or equivalent
• Minimum 1–3 years of experience in customer service, call centre, or service-related industries
• Exposure to SOP documentation, FAQ management, or knowledge base systems is an advantage
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Strong attention to detail, especially in documentation and content accuracy
• Basic analytical skills with ability to interpret data and prepare reports
• Good written and verbal communication in English (additional languages are an advantage)
• Ability to follow processes, meet deadlines, and manage multiple tasks
• Strong teamwork and coordination skills
• Customer-centric mindset with willingness to learn digital platforms (e.g., e-wallets, chatbot systems)
• Positive attitude, proactive, and open to feedback

What you get:

• Flexible working hours & Mobile allowances provided

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note : Only shortlisted candidates will be contacted.