Operational Quality & Process Excellence Specialist

YTL Digital Bank Berhad (Registration No. 202201037182 (1482879-P); Kuala Lumpur; On-site; MYR 72,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation package

Career development opportunities

Exposure to diverse hiring projects

Job summary

Ryt Bank is hiring in Malaysia for a quality-focused role to support the Head of Service Excellence & Insights in end-to-end Quality Review monitoring across operations. This position drives a culture of quality, continuous improvement, and scalable, high-assurance processes while aligning with regulatory standards.

You will engage with cross-functional teams to implement remediation, SOP refinements, and training content, strengthening operational controls and reducing defects in a fast-growing

Qualifications

• 3 to 5 years’ experience in Banking Operations roles or BPO/contact-centre environments.
• Working level experience in Quality Reviews monitoring & testing.
• Strong understanding of operational controls, customer servicing, and end‑to‑end process flows.

Responsibilities

• Supports on execution of time-bound and thematic reviews and process checks on critical operations activities.
• Supports on remediation tracking, and training needs with emphasise on non-repeat findings.
• Supports on proposals to refinement of SOPs, work instructions, and training content.
• Supports on control enhancements to reduce defects, mitigate operational risk, and improve accuracy and consistency.
• Supports on corrective actions and preventive controls.
• Works on remedial and solutioning on findings that have impact to Risk and Compliance themes.
• Support operational and audits related risk assessments on service quality and operational controls.
• Supports on timely closure of findings, defects, and action items with full documentation and traceability.

Skills

Quality reviews monitoring

Risk & compliance awareness

Stakeholder engagement

Communication

Attention to detail

Job description

Ryt Bank is hiring in Malaysia for a quality-focused role to support the Head of Service Excellence & Insights in end-to-end Quality Review monitoring across operations. This position drives a culture of quality, continuous improvement, and scalable, high-assurance processes while aligning with regulatory standards.

You will engage with cross-functional teams to implement remediation, SOP refinements, and training content, strengthening operational controls and reducing defects in a fast-growing