Business Quality Assurance

AIA Hong Kong and Macau; Daerah Khusus Ibukota Jakarta; On-site; IDR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance operational support within distribution channels. In this role, you will monitor and analyze key metrics, propose solutions to improve business quality, and support the development of data visualization tools. This position offers a unique opportunity to make a meaningful impact on the lives of customers and the community, as you contribute to a healthier, more sustainable future. If you are passionate about driving positive change and believe in the power of better, this role is perfect for you.

Qualifications

• Experience in operational support and sales process execution.
• Strong analytical skills to improve business quality metrics.

Responsibilities

• Monitor and report trends in Welcome Call & Complaints Reports.
• Identify root causes of escalations and propose improvements.
• Support data visualization software development for analysis.

Skills

Data Analysis

Problem Solving

Root Cause Analysis

Communication

Training & Guidance

Education

Bachelor's Degree in Business or related field

Tools

Tableau

Power BI

Job description

Business Quality Assurance page is loaded

Business Quality Assurance

Apply locations Jakarta, ID-AIA Indonesia | Time type: Full time | Posted on: Posted 2 Days Ago | Time left to apply: End Date: May 5, 2025 (7 days left to apply) | Job requisition id: JR-57109

At AIA, we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives but to better the communities and environments we live in. Our ambition is to help a billion people live Healthier, Longer, Better Lives by 2030.

As part of our marketing, distribution & partnership team, you’ll play a vital role in advancing this movement. From inspiring meaningful connections with customers, partners, and stakeholders to delivering purpose-led brand positioning and messaging, you'll make a positive, healthy impact across all channels. You will have a unique and important role in helping more people live Healthier, Longer, Better Lives.

If you believe in inspiring a better future, read on.

About the Role

The role involves providing operational support to distribution channels to ensure smooth execution of sales processes. Responsibilities include:

• Monitoring, detecting, assessing/investigating, and reporting abnormal trends in Welcome Call & Complaints Reports, referencing SOP of Welcome Call and Business Quality & Governance Framework.

• Identifying root causes of Welcome Call Escalation cases and proposing/implementing measures, remedial actions, and quality initiatives to improve Business Quality within Partnership Distribution Channels and internal processes, minimizing intermediary and fraud risks.

• Proposing and providing long-term solutions as preventive actions, based on root cause analysis following investigations of complaints or issues, referencing the Business Quality and Governance Framework.

• Analyzing and finding solutions to improve key metrics such as persistency rate, welcome call rate, and reduce other metrics like freelook rate and customer complaints.

• Supporting and monitoring data visualization software development in Tableau and Power BI for data analysis.

• Assisting with other analysis projects, e.g., Mystery Shopping Project.

• Performing assessments on sales force on a case-by-case basis.

• Providing guidance and training to vendors and shoppers, addressing questions and supplementing information as needed.

• Tracking and monitoring high-risk agents/agencies under various categories, including complaints management, policy replacements, persistency, welcome call results, high claims loss ratio, and routine assessments, with reporting aligned with SOPs of the Agency Business Quality (ABQ) unit.

Build a career with us as we help our customers and community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this opportunity. Incomplete or inaccurate information may affect your application outcome. Ensure your data is current and correct.

Do you believe in better?

At AIA, we don’t just aim to be ‘The Best’. We believe in better — because there’s no limit to how far ‘better’ can take us.

We empower our people to find their 'better' — in their work, careers, lives, and the impact they make. Together, we support more people to live Healthier, Longer, Better Lives, build healthier societies, and cultivate healthier environments that benefit everyone.

If you believe in inspiring a better future, we’d love to hear from you.