Chatbot Analyst- Digital Banking

Chatbot Analyst – Banking Project

Location: Sunway Visio Tower, Kuala Lumpur
Salary: RM4,000–RM4,500 per month
Working Hours: Monday to Friday, 9:00 AM–6:00 PM
Intake Date: 10 November 2026

About the Role

Transcosmos Malaysia is looking for a Chatbot Analyst to support the daily operations of a bank’s customer service chatbot. You will help ensure chatbot responses are accurate, clear and helpful by reviewing conversations, maintaining knowledge content and identifying opportunities for improvement.

Key Responsibilities

• Manage daily chatbot operations to meet service targets and service level agreements.
• Review chatbot responses for accuracy, clarity and alignment with approved information and policies.
• Monitor chatbot conversations and user feedback to identify knowledge gaps and recurring issues.
• Maintain and update the chatbot knowledge bank to ensure information is consistent with what bank staff use.
• Share findings and recommendations with relevant teams to improve response quality.
• Protect customer information and comply with confidentiality requirements, procedures and policies.

Requirements

• Minimum Diploma in any field. SPM holders with relevant experience are welcome to apply.
• Experience in banking, insurance or financial services is an advantage, but not mandatory.
• At least 1 year of experience in SOP, knowledge management or training is preferred.
• Previous experience managing customer service chatbots is an added advantage.
• Advanced proficiency in Microsoft Office.
• Familiarity with AI-powered tools or chatbots is an advantage; willingness to learn is essential.
• Strong attention to detail and analytical skills to identify patterns and suggest improvements.
• Good communication skills and the ability to manage multiple tasks in a fast-paced environment.
• Proficiency in English, Bahasa Malaysia or Mandarin is an advantage.

Why Join Us?

• Enjoy a Monday-to-Friday schedule with regular office hours.
• Gain hands-on experience in chatbot operations and knowledge management.
• Contribute to improving digital customer service within the banking sector.

Apply Now

Submit your updated resume through JobStreet. Please include your expected salary and notice period or earliest available joining date.