Customer Support Training & Quality Assurance Lead
GXBankSelangor, Malaysia
Posted April 15, 2026
Full Time
About the Company
Hello, we are GXBank! Malaysia's first digital bank driven by our shared purpose and passion to bring positive transformation to the financial industry and help the unserved and underserved communities achieve their dreams and a better quality of life. Want to be part of this exciting journey? Come join us in building the next generation of banking! GX Bank Berhad (formerly known as A5-DB Operations (M) Berhad (Reg No. 202101014409 (1414709-A)) holds a digital bank license from Bank Negara Malaysia and is a member of Perbadanan Insurans Deposit Malaysia (PIDM).
Job Description
We are seeking a Customer Support Training & Quality Assurance Lead to drive end-to-end training and quality strategy for the Contact Support team, ensuring consistent delivery of high-quality, customer-centric service across all digital banking support channels. The role involves leading the design, implementation, and continuous improvement of training and quality assurance frameworks, monitoring and evaluating agent interactions, and collaborating with team leaders and operations managers to drive a coaching culture and improve frontline performance.
Requirements
- 3–5 years of experience in a contact centre/customer support role, preferably within financial services
- Demonstrated experience in quality assurance, training delivery, and/or continuous improvement functions
- Strong understanding of contact centre operations, customer experience principles, and digital servicing technologies
- Bachelor’s degree in Business, Communications, Banking/Finance, or a related field
- Knowledge of BNM and other applicable regulatory requirements in the context of customer service and data handling
