Chatbot Analyst- Digital Banking

A. Position Overview

As a Chatbot Analyst, you will be responsible for the day-to-day management and performance of the Bank's customer service chatbot. Your role will involve monitoring chatbot conversations, maintaining an accurate and up-to-date knowledge bank, and identifying opportunities to improve response quality, all while upholding the confidentiality of the Bank's customers and data.

B. Key Responsibilities

• Manage Chatbot Operations: Perform chatbot BAU tasks and ensure the chatbot runs smoothly every day, meeting the stipulated targets and SLA.
• Review Response Quality: Review chatbot responses for accuracy, clarity and alignment with approved information and policies.
• Monitor Conversations and Feedback: Monitor chatbot conversations and user feedback to identify opportunities to improve response quality.
• Maintain the Knowledge Bank: Manage and maintain the Chatbot Knowledge Bank to ensure there are no knowledge gaps between the chatbot and Bank staff.
• Drive Continuous Improvement: Share feedback and recurring issues with relevant teams to support ongoing improvements.
• Uphold Confidentiality and Compliance: Ensure the confidentiality of the Bank's customers and data, and follow communication procedures, guidelines and policies.
• Other Duties: Perform other related duties as required.

C. Qualifications

Educational Background: Minimum Diploma in any field. SPM holders with relevant experience are also welcome to apply.

Experience:

o At least 1 year of experience in the Financial Services industry (such as Banking or Insurance).

o At least 1 year of experience in a role related to SOP, knowledge management or training is preferred.

o Prior experience in Customer Service Chatbot management will be a plus.

Language Proficiency: o Proficiency in English, Bahasa Malaysia or Mandarin is an advantage.

Technical Proficiency:

o Advanced proficiency in Microsoft Office.

o Familiarity with AI-powered tools or chatbots is an advantage; willingness to learn how they work is essential.

Skills:

o Multitasking: Ability to handle multiple tasks in a fast-paced environment.

o Detail-Oriented: Strong attention to detail when reviewing responses and maintaining knowledge content.

o Analytical Thinking: Ability to spot patterns in conversations and feedback and turn them into improvements.

o Clear Communication: Able to share findings and recurring issues clearly with relevant teams.

D. Working Location

Based at Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

Pay: RM2,900.00 - RM3,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Professional development

Application Question(s):

• How long is your notice period?

Experience:

• chatbot trainer: 1 year (Preferred)

Location:

• Cheras (Required)

Work Location: In person