Agency Quality & Customer Experience Lead

Sun Life Assurance Company of Canada; Jakarta Selatan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Sun Life Assurance Company of Canada is seeking a Quality Business in Agency Distribution professional to monitor and analyze outcomes including CSAT, ASAT, and complaints. You will drive root-cause analysis, coordinate corrective actions, and support continuous improvement across the agency channel.

The role requires a Bachelor's in business/finance, 2-5 years' experience in quality, and strong Excel and PowerPoint skills.

Qualifications

• Bachelor's degree in business, Finance, Insurance, Customer Experience, Data Analytics, Risk Management, or a 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 understanding of agency distribution, customer onboarding, post-sale service, customer feedback, and complaint-management processes.
• Proficiency in Microsoft Excel, including pivot tables, lookups, data validation, charts, and management reporting; strong PowerPoint presentation skills.

Responsibilities

• Issue, Complaint & Root-Cause Management: Review agency-related issues and customer complaints to identify causes, assess impact, and coordinate corrective actions.
• Agency Engagement & Quality Awareness: Engage agency leaders on quality findings and develop practical communication materials on complaint prevention and onboarding.
• Business Quality Monitoring, Analytics & Reporting: Monitor CSAT, ASAT, complaint trends, and dashboards; translate data into actionable insights.
• Continuous Improvement: Recommend process and training improvements and coordinate with multiple teams to track and assess impact.

Skills

Data analytics

Stakeholder management

English proficiency

Bahasa Indonesia proficiency

Education

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

Tools

MS Excel

PowerPoint

Job description

Sun Life Assurance Company of Canada is seeking a Quality Business in Agency Distribution professional to monitor and analyze outcomes including CSAT, ASAT, and complaints. You will drive root-cause analysis, coordinate corrective actions, and support continuous improvement across the agency channel.

The role requires a Bachelor's in business/finance, 2-5 years' experience in quality, and strong Excel and PowerPoint skills.