Quality Analyst, CBS - Service MY

Ensuring service excellence is paramount intoday's competitive landscape, and this role offers a pivotal opportunity to contribute directly to CIMB's commitment to superior customer experiences. As a Quality Analyst within the CBS - Service MY team, you will play a critical role in upholding the highest standards of service delivery across our customer interactions. This position is fundamental to maintaining consistency, identifying areas for improvement, and driving initiatives that enhance overall customer satisfaction and operational efficiency. Your analytical skills and dedication to quality will be instrumental in supporting the broader goals of the Customer Support/Operations department. **About the Role** You will be responsible for systematically evaluating service calls and interactions to ensure they align with established service standards, protocols, and regulatory requirements. This involves meticulous review and analysis to identify deviations, potential risks, and opportunities for enhancing the customer journey. Your work will directly support the continuous improvement of service quality and the overall customer experience. **Key Responsibilities** * Conduct thorough and objective reviews of service calls, chats, emails, and other customer touchpoints to assess adherence to defined service standards, procedures, and quality metrics. * Analyze service interactions to identify trends, recurring issues, and areas where service delivery can be improved or standardized. * Provide constructive feedback and actionable recommendations to service agents and management based on your quality assessments. * Contribute to the development and refinement of service quality frameworks, checklists, and training materials. * Collaborate with cross-functional teams (e.g., Operations, Training, Product) to implement quality improvement initiatives and address identified gaps. * Maintain accurate and detailed records of quality assessments and findings. **Requirements** * Proven experience in a quality assurance, quality control, or customer service monitoring role, preferably within a customer support or operations environment. * Strong analytical skills with the ability to dissect complex information, identify patterns, and draw meaningful conclusions from data. * Excellent attention to detail and a meticulous approach to reviewing processes and interactions. * Effective communication skills, both written and verbal, to clearly articulate findings and recommendations to diverse audiences. * Proficiency in using relevant quality management systems, reporting tools, and data analysis software. * Ability to work independently and manage multiple priorities in a fast-paced environment. * A customer-centric mindset with a genuine commitment to driving service excellence and enhancing the customer experience. * Relevant educational background in Business, Operations, Quality Management, or a related field (or equivalent practical experience).