Call Monitoring & Quality Assurance

Position : Call Monitoring & Quality AssuranceLocation : JakartaResponsibilities :Conduct daily assessments through call monitoring activities with accurate analysis results.Identify potential issues early during the assessment and escalate promptly to higher management to mitigate market conduct risks or future customer complaints.Perform customer data maintenance based on VRS/recordings to ensure consistency between VRS data and current policy data on the assessment template for further processingQualifications:Minimum Diploma/Bachelor’s degree from any relevant major.At least 1 years of experience in a call center or insurance industry; prior experience in a similar role is an advantage.Solid knowledge of life insurance products and proficiency in Microsoft Excel, Word, and PowerPoint.Strong competencies in collaboration, customer centricity, problem solving, and time management.Additional advantage: Basic Service Excellence and Basic Communication Skills.