Quality Service Analyst Jobs

Have working experiences in compliance/risk management/quality assurance/customer relationship and management in life insurance or other financial institution.

Establishing and/or review the policy/procedure on consumer protection to be aligned with the POJK 6

Monitoring and evaluating the on-going implementation of POJK 6.

Conducting regular meetings on consumer protection with related functions

Establishing service standard & monitoring of such standard in Agency & Frontliners.

Creating service marketing programs to create Promoters.

Required Skills: Microsoft Excel, Communication Skills, Presentation Skills

Develop and distribute KPI targets to Dealers

Monitor and analyze the achievement of Dealers (Service & Part)

Provide improvement recommendations fromthe analysis of target achievement

Directing Dealers to carry out strategies and programs according to ATPM directions

Ensure dealer standardization according to ATPM Standard

1. Fault Management & Preventive Initiatives (L2 Support)

2. Network Change Management Support

5. Performance Management and Service Quality Improvement

• Capability/Knowledge/Hard Skill: Deep Knowledge on enB Troubleshooting, SW, HW, Parameters

• Formal Education : Minimum of Bachelor’s degree Telecommunications

• Previous Experience : 5+ years of experience in RAN Technical Support/equipment ZTE, Nokia, Huawei, Ericsson

Has an experience to deliver hard & soft skill training to Customer Service

Summarize and report key findings to manager on regular basis

Analyze CSAT for better customer experience

2 years of experience working in Quality Assurance Customer Service

Has an experience as Telesales quality control is a plus

Monitoring agent’s performance based on quality parameters