Position : QA Monitoring & QA Reconfirmation
Location : Jakarta
Responsibilities for QA Monitoring (Sales Call Monitoring) :
- Listen to and monitor sales calls to assess the quality of the sales process, ensuring compliance with regulatory and internal standards.
- Identify and escalate any sales process issues, miscommunication, or potential market conduct risks to management for timely resolution.
- Provide feedback and coaching to sales agents based on QA findings to improve sales quality and compliance.
- Prepare regular QA monitoring reports and analysis for management review, highlighting trends, recurring issues, and recommendations for improvement.
- Support calibration sessions and participate in training or coaching sessions for sales agents based on QA findings.
- Collaborate with cross-functional teams (sales, operations, compliance) to ensure end-to-end quality in the customer journey.
Responsibilities for QA Reconfirmation (Customer Call) :
- Perform follow-up calls to customers for suspended sales that require reconfirmation due to potential sales misconduct by TMR, ensuring accurate information delivery and obtaining customer confirmation to continue the sales process.
- Handle a monthly average reconfirmation volume of approximately 269 suspended cases requiring follow-up.
- Maintain and reconcile customer data based on VRS/recordings, ensuring any discrepancies between VRS and policy data are accurately documented and processed for further action.
- Identify early problems during the assessment and quickly escalate to management to mitigate market conduct issues or future customer complaints.
- Prepare regular reports on reconfirmation activities and outcomes for management review.
Qualifications:
- Diploma degree in any field.
- Minimum 12 years of experience in Quality Assurance, Call Monitoring, Call Center, or Sales Support.
- Experience in monitoring sales calls and evaluating call quality is preferred.
- Good understanding of sales process and compliance standards.
- Strong analytical and communication skills to provide feedback and coaching to sales agents.
- Detail-oriented and able to prepare QA monitoring reports.
- Proficient in Microsoft Office (Excel, PowerPoint).
- Able to work collaboratively with Sales, Operations, and Compliance teams.
