QA Call

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 1–2 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.