Quality Analyst

CIMB Bank Berhad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

CIMB Bank Berhad in Kuala Lumpur is seeking a dedicated professional to ensure quality across sales calls and customer interactions. You will monitor calls, calibrate with leadership, and prepare detailed reports to support continuous improvement in customer experience.

The role involves collaboration with banking operations teams, providing feedback, and adapting to ad-hoc requirements from management. A strong background in quality monitoring within banking is preferred.

Qualifications

• Previous experience in Banking or Credit Card Operations/Processes.
• Experience in Quality Monitoring is preferred.

Responsibilities

• Perform calls monitoring as scheduled to ensure adherence to scripts and quality standards.
• Participate in calls calibration with team leaders and agents to share gaps and improvements.
• Prepare and submit scoring sheets and reporting templates in a timely manner.
• Assist in investigation of complaints/disputes and provide feedback for process improvement.
• Support ad-hoc reporting and other tasks as required by management.

Skills

Quality Monitoring

Banking Operations

Job description

To ensure conformance of sales calls to standards or requirements and support the drive of better Customer Experience.

Key Responsibilities

1.Calls Monitoring

Conduct quality monitoring of sales calls as scheduled.

Validate the sales calls in accordance to scripts and check lists to ensure adherence.

Update and complete the scoring sheets and all report templates accordingly.

2.Calls Calibration

Participate in Call Calibration of quality monitoring standards with all team leaders and agents.

Share gaps observations and results.

Provide feedback and suggestions on improvement opportunities.

Support the investigation of complaints/disputes that are raised both internally or externally.

4.Reporting & Administration

Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner.

Prepare ad-hoc reports as and when required by management.

5.Other Tasks

Your Manager may require you to perform additional tasks as and when required.

Job Specification

Individuals with previous experience in any of the following field:

Banking or Credit Card Operations/Processes

Quality Monitoring

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Banking & Credit More than 10,000 employees

CIMB Group is one of ASEAN’s leading universal banking groups and is Malaysia’s second largest financial services provider, by assets. It offers consumer banking, commercial banking, investment banking, Islamic banking and asset management products and services. Headquartered in Kuala Lumpur, the Group is present in all 10 ASEAN nations (Malaysia, Indonesia, Singapore, Thailand, Cambodia, Brunei, Vietnam, Myanmar, Laos and Philippines). Beyond ASEAN, the Group has market presence in China, Hong Kong, India, Sri Lanka, Korea, the US and UK.

CIMB Group has the most extensive retail branch network in ASEAN approximately of 720 branches as at 30 September 2019. CIMB Group’s investment banking arm is also one of the largest Asia Pacific-based investment banks, offering amongst the most comprehensive research coverage around of 600 stocks in the region.

CIMB Group operates its business through three main brand entities, CIMB Bank, CIMB Investment Bank and CIMB Islamic. CIMB Group is also the 92.5% shareholder of Bank CIMB Niaga in Indonesia, and 94.8% shareholder of CIMB Thai in Thailand.

CIMB Group is listed on Bursa Malaysia via CIMB Group Holdings Berhad. It had a market capitalisation of approximately RM48.9 billion as at 30 September 2019. The Group has around 36,000 employees located in 16 countries

For more information, please visit www.cimb.com

CIMB Group is one of ASEAN’s leading universal banking groups and is Malaysia’s second largest financial services provider, by assets. It offers consumer banking, commercial banking, investment banking, Islamic banking and asset management products and services. Headquartered in Kuala Lumpur, the Group is present in all 10 ASEAN nations (Malaysia, Indonesia, Singapore, Thailand, Cambodia, Brunei, Vietnam, Myanmar, Laos and Philippines). Beyond ASEAN, the Group has market presence in China, Hong Kong, India, Sri Lanka, Korea, the US and UK.

CIMB Group has the most extensive retail branch network in ASEAN approximately of 720 branches as at 30 September 2019. CIMB Group’s investment banking arm is also one of the largest Asia Pacific-based investment banks, offering amongst the most comprehensive research coverage around of 600 stocks in the region.

CIMB Group operates its business through three main brand entities, CIMB Bank, CIMB Investment Bank and CIMB Islamic. CIMB Group is also the 92.5% shareholder of Bank CIMB Niaga in Indonesia, and 94.8% shareholder of CIMB Thai in Thailand.

CIMB Group is listed on Bursa Malaysia via CIMB Group Holdings Berhad. It had a market capitalisation of approximately RM48.9 billion as at 30 September 2019. The Group has around 36,000 employees located in 16 countries

For more information, please visit www.cimb.com

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