Quality & Insights Specialist – Service Excellence

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

Job summary

Ryt Bank is seeking a quality and process excellence professional to support end-to-end Quality Review monitoring and testing across banking operations. The role focuses on embedding a culture of quality, governance, and continuous improvement to enable scalable and high-assurance operations.

You will contribute to remediation tracking, SOP refinement, control enhancements, and timely closure of findings with strong collaboration across cross-functional teams.

Qualifications

• 3–5 years of Banking Operations or BPO/contact-centre experience.
• Working level experience in Quality Reviews monitoring & testing.
• Strong understanding of operational controls, customer servicing, and end-to-end processes.
• Governance mindset with attention to detail.
• Strategic yet direct approach to quality management and operational excellence.
• Excellent communication, stakeholder engagement, and coaching skills.
• Adaptable to fast-changing digital landscape.
• Familiar with BNM guidelines, risk, and regulatory requirements.
• Be part of a fast-growing digital bank with people-first culture.
• Opportunity to collaborate with cross-functional teams.
• Competitive compensation and career development opportunities.

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

Banking operations

Quality reviews monitoring

Operational controls

Communication & stakeholder engagement

Agility & adaptability

Attention to detail

Regulatory awareness

Job description

Ryt Bank is seeking a quality and process excellence professional to support end-to-end Quality Review monitoring and testing across banking operations. The role focuses on embedding a culture of quality, governance, and continuous improvement to enable scalable and high-assurance operations.

You will contribute to remediation tracking, SOP refinement, control enhancements, and timely closure of findings with strong collaboration across cross-functional teams.