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

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

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