Full-timeOperations & management· Posted 28 Jul

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

DBS BankFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

EWDTExpoDBS Asia Hub

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits in the Regional Customer Service Hub under the Group COO office and focuses on improving how our Generative AI models respond to customers. You will build and maintain the knowledge and data foundations behind the model, review its output, and work closely with AI developers and product owners. It suits someone with a customer care background who is analytical, organised and comfortable explaining technical ideas to different audiences.

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What you'll do

Build and curate a knowledge base that underpins the Generative AI model
Review and analyse AI-generated responses to spot gaps and improve accuracy
Check response quality against company standards and customer expectations
Work with the AI Development team on adjustments to lift response quality
Develop and roll out safety scenarios that reduce the risk of inappropriate or sensitive replies
Curate and maintain data sets across platforms so inputs stay diverse and clean
Refresh data sets regularly to keep pace with language trends and user preferences
Update the knowledge base with new product information, industry updates and relevant content
Work with product owners and subject matter experts to keep information accurate and relevant
Study customer interactions such as call recordings and summaries to surface emerging demand topics and preferences
Share insights and recommendations with the AI Project Manager
Keep communication channels open with product owners and gather feedback to refine AI responses
Meet and exceed Customer Centre KPI targets without lowering service quality
Undergo training in banking product knowledge and in how a customer service officer handles calls
Provide standby support when activated by the Workforce Management team to handle calls, emails or other functions needed to maintain service levels

Requirements

3–5 years of experience in a customer care environment
Internal candidates should be minimally dual-trained with 2 years of experience
Basic understanding of prompt engineering, data pre-processing and data ingestion in Generative AI systems
Analytical mindset for identifying performance metrics and evaluating Gen AI initiatives
Strong stakeholder management and creative problem-solving skills
Able to explain complex technical concepts to technical and non-technical audiences

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

About the role

What you'll do

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