Agency Quality & Insights Lead

Sun Life; Jakarta Selatan; Sur place; IDR 240 000 000 - 360 000 000; Plein temps

Avantages offerts par ce poste

Restaurant/Office perks not listed

Résumé du poste

Sun Life Indonesia seeks a Quality Business professional to monitor and analyze agency-distribution quality outcomes, Welcome Call results, CSAT, and complaints, driving improvements that enhance customer experience and overall business performance.

The role focuses on identifying root causes, coordinating corrective actions, and communicating findings to leadership with practical dashboards and management summaries. Strong Excel and PowerPoint skills, plus bilingual proficiency, are essential.

Qualifications

• Bachelor’s degree in business, Finance, Insurance, or related field.
• 2–5 years in business quality, customer experience, or data analytics.
• Experience with Welcome Call, CSAT, ASAT and complaints preferred.
• Familiarity with Indonesian life-insurance requirements is a plus.

Responsabilités

• Review agency issues and customer complaints to identify causes and impact.
• Coordinate corrective actions with cross-functional teams and track closure.
• Escalate recurring issues through governance with clear ownership and dates.
• Prepare dashboards and summaries translating data into actions.

Connaissances

Excel

PowerPoint

Data analytics

Stakeholder management

Communication

English Bahasa Indonesia

Formation

Bachelor’s degree in business/Finance/Insurance/Data Analytics

Outils

Excel

PowerPoint

Description du poste

Sun Life Indonesia seeks a Quality Business professional to monitor and analyze agency-distribution quality outcomes, Welcome Call results, CSAT, and complaints, driving improvements that enhance customer experience and overall business performance.

The role focuses on identifying root causes, coordinating corrective actions, and communicating findings to leadership with practical dashboards and management summaries. Strong Excel and PowerPoint skills, plus bilingual proficiency, are essential.