Agency Quality Analytics Lead

Sun Life; Jakarta Pusat; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Sun Life Indonesia is seeking a Quality Business Officer in Agency Distribution to monitor and analyze agency quality outcomes such as Welcome Call, CSAT, ASAT, and complaints, and to drive continuous improvements across the distribution network.

You will partner with Agency Leaders and internal teams to translate findings into practical actions, coordinate corrective measures, and support training and process enhancements that elevate customer experience and sales quality.

Qualifications

• Bachelor's degree in business, finance, insurance or related field.
• 2–5 years of experience in business quality, customer experience, complaint management, agency operations, or data analytics.
• Strong Excel and PowerPoint; fluency in English and Bahasa Indonesia.

Responsibilities

• Review agency-related issues and customer complaints to identify immediate causes and recurring patterns.
• Coordinate corrective and preventive actions with accountable teams and monitor closure.

Skills

Quality analysis

Data analysis

Excel

PowerPoint

Stakeholder management

English & Bahasa Indonesia

Education

Bachelor's degree in business, finance, insurance or related field

Tools

Excel

Pivot tables

PowerPoint

Job description

Sun Life Indonesia is seeking a Quality Business Officer in Agency Distribution to monitor and analyze agency quality outcomes such as Welcome Call, CSAT, ASAT, and complaints, and to drive continuous improvements across the distribution network.

You will partner with Agency Leaders and internal teams to translate findings into practical actions, coordinate corrective measures, and support training and process enhancements that elevate customer experience and sales quality.