Quality & Insights Lead - Agency Distribution

Sunlife; Cilandak Timur; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

Sun Life is seeking a Quality Business professional to monitor and analyze agency distribution outcomes, Welcome Call results, CSAT, ASAT, and complaints to drive improvements across the client journey.

You will partner with Agency Leaders and cross-functional teams to uncover root causes, coordinate corrective actions, and track progress with dashboards and clear leadership summaries. Your insights will guide training, processes, and service quality enhancements across the organization.

Qualifications

• 2-5 years of relevant experience in business quality, customer experience, complaint management, agency operations, sales governance, service quality, or data analytics.

Responsibilities

• Issue, Complaint & Root-Cause Management.
• 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 forum with clear impact, ownership, target dates, and closure criteria.
• Agency Engagement: Engage Agency Leaders on recurring findings, customer feedback, and expected service behaviors; develop concise materials.
• Monitor and analyze Welcome Call results, CSAT, ASAT, complaint trends and other indicators; prepare dashboards and management summaries.

Skills

Analytical thinking

Communication skills

Stakeholder management

English proficiency

Bahasa Indonesia proficiency

Education

Bachelor’s degree

Tools

Microsoft Excel

PowerPoint

Job description

Sun Life is seeking a Quality Business professional to monitor and analyze agency distribution outcomes, Welcome Call results, CSAT, ASAT, and complaints to drive improvements across the client journey.

You will partner with Agency Leaders and cross-functional teams to uncover root causes, coordinate corrective actions, and track progress with dashboards and clear leadership summaries. Your insights will guide training, processes, and service quality enhancements across the organization.