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 Location: DBS Asia Hub Job: Operations Schedule: Regular Employee Status: Full time