AI Quality Assurance Analyst

About the role

Trust Bank Singapore is a digitally native bank built to deliver an excellent customer experience. In this fast-moving, collaborative environment, you will help solve fresh challenges each day and contribute to shaping the future of the bank.

The Customer Care team is hiring a proactive AI Quality Assurance Analyst to help ensure that GenAI-driven customer engagement tools perform accurately, reliably, and in line with responsible AI expectations. The role focuses on chatbot and sentiment-analysis quality, risk detection, and timely human intervention where automated responses are not enough. This position reports to the Contact Centre Excellence Lead.

AI interaction monitoring

• Review live and archived chatbot interactions to spot incorrect, misleading, or unsuitable responses.
• Check sentiment-analysis results to confirm that customer interactions are classified correctly and that high-risk cases are escalated appropriately.
• Look for repeated error patterns and suggest practical improvements.
• Help strengthen training data by adding new or unusual cases and improving the knowledge base.

Human-in-the-loop support

• Take over complex, sensitive, or high-impact situations when automated responses are insufficient.
• Escalate issues to the relevant teams whenever action from specialists is required.

Quality assurance and governance

• Make sure AI behavior stays aligned with regulatory expectations, internal policies, and responsible AI principles.
• Carry out routine monitoring and record findings, risks, and follow-up actions.
• Support user acceptance testing and post-release checks.
• Track changes and analyze data to generate useful insights.

Operational support

• Meet or exceed Customer Care KPIs while maintaining strong quality and service standards.
• Promote a customer-first mindset through empathetic service and efficient processes.
• Handle other ad hoc responsibilities as needed.

Technical competencies

You are expected to have core proficiency in contact centre metrics, writing, and MS Office tools such as Excel and PowerPoint.

Ideal candidate profile

• A university graduate with 1 to 3 years of banking experience, ideally from a busy contact centre setting.
• Solid understanding of banking and financial products.
• Prior exposure to business intelligence tools such as Tableau is preferred.
• Familiarity with the bank’s control framework and governance structure is an advantage.
• Strong listening, written, and verbal communication skills.
• A service-oriented approach with a positive attitude and a focus on differentiated customer experience.
• Comfortable using MS Office and other related computer applications.
• Experience working in an Agile environment with tools such as Jira, Confluence, and Slack is preferred.

Additional information

Trust describes itself as an inclusive, open-minded workplace that values capability, accountability, and good work over anything else. The company also states that it is an equal opportunity employer and does not tolerate discrimination or harassment based on age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other protected status. Applicants of all ages are encouraged to apply. By applying or sharing personal information in connection with a job opportunity, you agree to the privacy notice for job applicants.