INTERNSHIP – SMART CONTACT CENTRE & RLOS SHARE MARGIN FINANCING
FOR
REPORTS DIRECT TO
Project Manager
Business Tech Digital Sales
Conducting research
Data analysis
Insight development
UAT Test execution
Defect logging & retest till defect closure
Data analysis
Follow up with solution vendor on defect fixing
Regression Testing
JOB PURPOSE
This internship is to support the team in driving strategic and operational improvement in both business and contact centre functions.
Interns will assist in conducting market and customer research, analyzing data and supporting project activities aimed at enhancing customer experience, streamlining processes and improving service delivery.
The role offers hands on exposure for end-to-end customer service project delivery through the different channels, working closely with cross-functional teams within Group Consumer Banking.
KEY RESPONSIBILITIES
Market & Competitor Research
Conduct benchmarking of digital adoption and contact centre best practices
Monitor competitor offerings and customer service offerings
Customer Insight & Data Analysis
Collect and review KPIs related to contact centre performance (e.g. response time, call resolution)
Data analysis based on data collected
Identify operational gaps and recommend improvement
Process mapping
Project Support
Assist in preparing business cases, presentations and reports
Coordinate meetings or workshops
System Testing
Ensure that system meets specific requirements and quality standards - Identify defects, bugs, and other issues before the system release to end-users
Ensure accurate and timely logging of defects in project management software such as JIRA for investigation. Track and closure of defects
Report and update testing status to Test Manager/Lead
KEY RELATIONS
(INTERNAL & EXTERNAL)
Working Relations
Internal
Project Management Office
GCB Product Teams
GIT System Support
GCB Contact Centre
External
System Vendors
Business Consultants
CONTRIBUTES TO
Franchise growth
Transformational change in digital channels, resulting in increased profitability, channel revenue optimization, and enhanced customer experience.
AUTHORITIES
Not Applicable
EXPERIENCE/KNOWLEDGE REQUIRED
Degree holders who are interested to learn testing methodology/framework
Research and analytical skills with basic data analysis using excel
Ability to write communication for documentations and produce presentation decks
