job description
Join Income Insurance Limited as a Senior Executive in Customer Engagement, specializing in Root Cause Analysis (RCA) and Quality Assurance (QA). In this pivotal role, you will collaborate with cross-functional teams—including business units, complaints, and compliance—to analyze customer feedback, identify systemic issues, and implement data-driven improvements that enhance service quality and operational efficiency.
Based in the vibrant heart of Bali (Kuta, Badung), you’ll play a key role in transforming customer insights into actionable strategies, ensuring compliance with regulatory standards while fostering a culture of continuous improvement. This position is ideal for a detail-oriented, analytical professional with a passion for elevating customer experiences and driving organizational excellence.
If you thrive in a dynamic environment where your expertise in RCA, QA, and stakeholder collaboration can make a tangible impact, we invite you to apply and be part of a forward-thinking team committed to service excellence and innovation.
Responsibility
- Lead Root Cause Analysis (RCA) for customer complaints and service gaps, identifying trends and recommending corrective actions.
- Partner with compliance and business teams to ensure adherence to regulatory requirements and internal policies.
- Develop and implement Quality Assurance (QA) frameworks to monitor and improve customer engagement processes.
- Analyze customer feedback and call center metrics to derive insights and drive service enhancements.
- Collaborate with training teams to design programs that address recurring issues and elevate agent performance.
- Prepare detailed reports and presentations for senior management on QA findings, RCA outcomes, and improvement initiatives.
- Act as a subject matter expert in customer engagement best practices, providing guidance to junior team members.
- Monitor KPIs and SLAs related to customer satisfaction, resolution times, and service quality, ensuring targets are met.
Qualifications
- Bachelor’s degree in Business, Finance, Communications, or a related field; advanced degrees or certifications in QA/RCA are a plus.
- Minimum 5 years of experience in customer service, call center operations, or quality assurance, with at least 2 years in a senior or analytical role.
- Proven expertise in Root Cause Analysis (RCA) methodologies (e.g., 5 Whys, Fishbone Diagram) and process improvement tools.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable strategies.
- Excellent communication and stakeholder management skills, with experience presenting findings to senior leadership.
- Proficiency in Microsoft Office (Excel, PowerPoint) and familiarity with CRM or QA software (e.g., Salesforce, Zendesk).
- Knowledge of regulatory compliance in the insurance or financial services sector is highly desirable.
- Ability to work independently and collaboratively in a fast-paced, multicultural environment.