Quality Analyst – Call Quality & Customer Experience

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

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.