Analyst/ Associate, GenAI Evaluator Specialist, Regional CSH, Group COO

Role Overview

This role is instrumental in enhancing the accuracy and effectiveness of our Generative AI models by building a robust knowledge base, evaluating AI responses, and ensuring the delivery of high-quality interactions with customers.

Key Responsibilities:

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Enhance Generative AI Accuracy:

• Build and curate a comprehensive knowledge base to serve as a foundation for the Generative AI model.
• Evaluate and analyse AI-generated responses to identify areas of improvement and optimize accuracy.
  
  

Response Analysis and Evaluation:

• Analyze the quality of AI-generated responses, ensuring they align with company standards and customer expectations.
• Collaborate with the AI Development team to implement necessary adjustments to improve response quality.
  
  

Safety Scenario Establishment:

• Develop and implement safety scenarios to mitigate the risk of inappropriate or sensitive AI responses, maintaining ethical and responsible AI interactions.
  
  

Data Set Maintenance:

• Curate and maintain data sets across various platforms to ensure a diverse and clean input for the Generative AI model.
• Regularly update and refine data sets to reflect evolving language trends and user preferences.
  
  

Knowledge Base Updates:

• Perform updates to the knowledge base, integrating the latest product information, industry updates, and relevant content.
• Ensure accuracy and relevance of information provided by collaborating with product owners and subject matter experts. Demand Analysis:
• Analyze customer interactions (e.g call recordings, call summarizations) to identify emerging demand topics and customer preferences.
• Provide insights and recommendations to the AI Project Manager for enhancing AI-generated responses in response to these demands. Collaboration with Product Owners:
• Maintain effective communication channels with product owners to continuously enhance the knowledge base and refine AI responses.
• Actively gather feedback to improve the accuracy and relevance of AI interactions. Product Knowledge & Call Handling Trained
• To be trained in Banking Related product knowledge and undergo training to learn how a customer service officer handles a customer over a call.
• Standby support to be activated on adhoc basis by Workforce Management team to service calls/emails or any other functions deemed to be necessary to maintain Customer Centre's service levels.
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
  
  

Requirements:

• 3-5 years experience in Customer Care Environment
• For Internal Candidates, minimally dual-trained with 2 years of experience.
• Basic understanding of prompt engineering, data pre-processing, and data ingestion techniques in the context of Generative AI systems.
• Possess an analytical mindset to identify key performance metrics and evaluate the success of Gen AI initiatives.
• Excellent skills in managing stakeholders and creative problem-solving.
• Clearly convey complex technical concepts to both technical and non-technical stakeholders.
• Strong planning and organizational skills.
• Foster strong relationships and teamwork to achieve collective goals.
• Excellent communication skills to collaborate effectively with cross-functional teams.
• Meticulous with the ability to maintain organized and diverse data sets.
• Strong proficiency in MS Office (Word, Excel, Project and PowerPoint)
• Data Analytics Skills Required
• Good knowledge of DBS Products and Services
  
  

Location:

DBS Asia Hub

Job:

Operations

Schedule:

Regular

Employee Status:

Full time