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AI Quality Assurance Analyst
Full-time
Trust is the first of a new breed of banks in Singapore — digitally native and focused on delivering a delightful customer experience.
As an AI Quality Assurance Analyst on our Customer Care team, you will oversee the accuracy and reliability of our GenAI customer engagement tools, including chatbot and sentiment analysis. This role ensures automated interactions meet regulatory and compliance standards around responsible AI usage, while proactively identifying risks and intervening when human judgement is required. The role reports to the Contact Centre Excellence Lead.
AI Interaction Monitoring
Monitor live and historical chatbot conversations to detect inaccuracies, hallucinations, or inappropriate responses
Review sentiment analysis outputs to ensure correct classification and escalation of high-risk customer interactions
Identify recurring failure patterns and recommend actions for improvement
Contribute to training datasets by updating new or edge cases and through knowledge base refinements
Human-in-the-loop Intervention
Step in to manage complex, sensitive, or high-impact cases when chatbot responses fall short
Trigger escalation to relevant teams when necessary
Quality Assurance & Governance
Ensure AI behaviours align with regulatory requirements, internal policies, and Responsible AI principles
Perform regular monitoring and document findings, risks, and remediation actions
Support UAT and post-deployment validation
Track changes and perform data analysis to produce actionable insights
Operational Support
Achieve and exceed Customer Care KPIs while maintaining high standards of quality and service delivery
Champion a culture of customer obsession by promoting empathetic, high-quality service and streamlined processes
Provide support for additional ad hoc tasks as required
Our Ideal Candidate
University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
Good understanding of banking and financial products
Experience using business intelligence tools (e.g. Tableau) preferred
Knowledge of the Bank's Control Framework and Governance Structure preferred
Superior listening, written, and verbal communication skills
Service-oriented with a positive attitude to drive differentiated customer experience
Good knowledge of MS Office and related computer applications
Experience with Agile ways of working and tools (Jira, Confluence, Slack, etc.)
