Agency Quality Business Officer
Core
Monitor and analyze business quality outcomes (Welcome Call, CSAT, ASAT, complaints) for the agency channel to identify root causes and drive continuous improvement.
Role type
Business Quality Analyst (Agency Distribution)
Builds
Dashboards, management summaries, and corrective action plans for agency distribution teams.
Domain
Insurance / Financial Services / Customer Experience
Deliverable
dashboards & analysis
Required skills
Root-cause analysis, trend analysis, data visualization, report writing, stakeholder engagement, issue management, process improvement
Preferred skills
Knowledge of Indonesian life-insurance requirements, agency distribution operations, Welcome Call result categories
Technologies
Microsoft Excel (pivot tables, lookups, charts), PowerPoint
Responsibilities
Review agency-related issues and complaints to identify causes and patterns; Coordinate corrective and preventive actions with accountable teams; Engage Agency Leaders on quality findings and develop communication materials; Monitor and analyze Welcome Call, CSAT, ASAT, and complaint trends; Recommend process, training, and system improvements based on data.
Seniority
Mid-level, hands-on IC
