Agency Quality & Analytics Lead

SUN LIFE INDONESIA; Jakarta Selatan; On-site; IDR 279,000,000 - 502,200,000; Full time

Job summary

Sun Life Indonesia is seeking a Quality Business in Agency Distribution professional to monitor Welcome Call, CSAT, ASAT, and complaint outcomes across the agency channel. You will analyze trends, coordinate corrective actions, and develop concise communication materials to drive continuous improvement.

The role requires a bachelor’s degree in a related field, 2–5 years of experience, strong Excel/PowerPoint skills, and fluency in English and Bahasa Indonesia.

Qualifications

• Bachelor’s degree in business, Finance, Insurance, Customer Experience, Data Analytics, Risk Management, or related field.
• 2–5 years of relevant experience in business quality, customer experience, complaint management, agency operations, sales governance, service quality, or data analytics.
• Hands-on experience analyzing customer or agency surveys, Welcome Call results, complaints, service outcomes, or action plans is preferred.
• Familiarity with agency distribution and Indonesian life-insurance requirements is an advantage.
• Strong MS Excel and PowerPoint proficiency; excellent report-writing and presentation skills in English and Bahasa Indonesia.

Responsibilities

• Review agency-related issues and customer complaints to identify immediate cause, underlying process or behavior gap, customer impact, and recurring patterns.
• Coordinate corrective and preventive actions with accountable teams, monitor progress, and maintain evidence until closure.
• Escalate material or recurring issues through governance forums with clear impact, ownership, dates and closure criteria.
• Engage Agency Leaders and advisors on recurring quality findings and develop concise, practical communication and socialization materials.
• Monitor and analyze Welcome Call results, CSAT, ASAT, complaint trends; prepare dashboards and management summaries translating data into findings and actions.
• Support agency discussions and action planning using evidence from monitoring and feedback.

Skills

Analytical thinking

Stakeholder management

Communication

English proficiency

Bahasa Indonesia proficiency

Education

Bachelor’s degree in business or related field

Tools

Microsoft Excel

PowerPoint

Job description

Sun Life Indonesia is seeking a Quality Business in Agency Distribution professional to monitor Welcome Call, CSAT, ASAT, and complaint outcomes across the agency channel. You will analyze trends, coordinate corrective actions, and develop concise communication materials to drive continuous improvement.

The role requires a bachelor’s degree in a related field, 2–5 years of experience, strong Excel/PowerPoint skills, and fluency in English and Bahasa Indonesia.