JOB DETAILS
Analyst/ Associate, GenAI Evaluator Specialist, Regional CSH, Group COO
CompanyDBS Bank
LocationSingapore
Work ModeOn Site
PostedJuly 29, 2026

About The Company
DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world.
Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 14 consecutive years from 2009 to 2022.
DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting social enterprises: businesses with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping communities with future-ready skills and building food resilience.
With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com
About the Role
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 HubJob:
OperationsSchedule:
RegularEmployee Status:
Full timeKey Skills
Generative AIData AnalysisKnowledge Base ManagementPrompt EngineeringData Pre-processingData IngestionStakeholder ManagementCustomer ServiceBanking Product KnowledgeAnalytical MindsetProblem SolvingCommunication SkillsPlanningOrganizational SkillsMS OfficeTeamwork
Categories
TechnologyCustomer Service & SupportData & AnalyticsFinance & AccountingManagement & Leadership
Job Information
📋Core Responsibilities
The role involves enhancing Generative AI model accuracy by curating knowledge bases and evaluating AI-generated responses against company standards. Additionally, the specialist will analyze customer interactions to identify emerging demands and provide insights for AI optimization.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
35340
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
Apply Now →
You'll be redirected to
the company's application page