Senior Executive, Customer Engagement (Call RCA & Quality Assurance)

Income Insurance Limited · 📍 Kuta, Badung, Bali · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 15000000 - 25000000
Income Insurance Limited is seeking a dynamic and experienced Senior Executive, Customer Engagement to join our team in Kuta, Bali. In this role, you will be responsible for managing and improving our customer engagement processes, particularly focusing on Call Root Cause Analysis (RCA) and Quality Assurance. This is an excellent opportunity to make a significant impact on our customer service operations and help us maintain our high standards of service quality.

📋 Tanggung Jawab Pekerjaan

Manage and oversee the customer engagement processes, ensuring high levels of customer satisfaction.,Conduct Call Root Cause Analysis (RCA) to identify and resolve issues affecting customer experience.,Develop and implement quality assurance measures to monitor and improve service quality.,Lead and mentor a team of customer engagement executives, providing guidance and support.,Analyze customer feedback and data to identify trends and areas for improvement.,Collaborate with various departments to ensure seamless customer service across the organization.,Ensure compliance with company policies and industry regulations.,Develop and present reports on customer engagement metrics and quality assurance findings.

🎓 Kualifikasi & Syarat

Bachelor's degree in Business Administration, Marketing, or a related field.,Minimum of 5 years of experience in customer engagement, customer service, or a related field.,Proven experience in conducting Root Cause Analysis (RCA) and implementing quality assurance measures.,Strong leadership and team management skills.,Excellent analytical and problem-solving skills.,Proficiency in using data analysis tools and software.,Fluency in English and Bahasa Indonesia.,Knowledge of insurance products and services is a plus.

🛠️ Keahlian

Customer engagement managementRoot Cause Analysis (RCA)Quality AssuranceTeam leadershipData analysisCommunication skillsProblem-solving skillsInsurance knowledge
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