Job Description

Lead the design, implementation, and continuous improvement of training and quality assurance frameworks to support the Customer Experience team. Monitor and evaluate agent interactions to identify strengths, development opportunities, and training needs in alignment with GXBank’s customer experience goals and compliance standards. Collaborate with team leaders and operations managers to drive a coaching culture and improve frontline performance through structured feedback and skill enhancement. Develop and maintain Standard Operating Procedures (SOPs), quality scorecards, and lesson-learned logs to ensure consistency and alignment with internal policies and external regulations. Leverage quality and performance data (including speech and text analytics, VOC, and CSAT) to derive actionable insights and drive continuous service improvement. Work closely with CE Operations and Support teams to identify trends, knowledge gaps, and recurring issues that require upstream resolution. Serve as a key contributor to team engagement initiatives, promoting the bank’s values, service excellence culture, and performance accountability. Ensure all training content is updated and aligned with product/process changes and regulatory obligations.

Job Requirements