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

DBS Bank; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

DBS Asia Hub in Singapore is seeking an Operations professional to support generative AI initiatives. You will build and maintain knowledge bases, evaluate AI responses, and ensure high-quality customer interactions while meeting KPI targets.

You’ll collaborate with the AI Development team, product owners and workforce management to curtail unsafe outputs, manage data sets, and update product knowledge. Training will cover banking-related knowledge and call handling.

Qualifications

• 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

Responsibilities

• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
• 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.
• 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.
• Develop and implement safety scenarios to mitigate the risk of inappropriate or sensitive AI responses, maintaining ethical and responsible AI interactions.
• 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.
• Perform updates to the knowledge base, integrating the latest product information, industry updates, and relevant content.
• Analyse 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.
• 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.
• 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.

Skills

Prompt Engineering

Data Pre-processing

Data Ingestion

Analytical Mindset

Stakeholder Management

Communication Skills

Planning & Organisation

Data Analytics

DBS Product Knowledge

Tools

MS Office

Job description

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.

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