Business Quality Assurance

At AIA weve started an exciting movement to create a healthier, more sustainable future for everyone. Its about finding new ways to not only better peoples lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And as part of our marketing, distribution & partnership team, youll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, youll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. So if you believe in inspiring a better future, read on. About the Role Responsible for providing operational support to distribution channel(s) to ensure smooth execution of the sales processes

• Monitoring, detecting, assessing/ investigating and reporting abnormal trends found in the Welcome Call & Complaints Reports with reference to SOP of Welcome Call and Business Quality and Governance Framework.
• Identifying root cause of Welcome Call Escalation cases and to propose and implement new measures, remedial action items and quality initiatives to improve Business Quality within Partnership Distribution Channel and other internal processes to minimize intermediary and fraud related risks.
• Proposing/ providing long-term solution as a preventive action and continuous improvement in the long run based on the root cause identified following post-assessment/ investigation of a complaint or PD related issue carried out with reference to the Business Quality and Governance Framework.
• Analyzing & finding solutions that will improve key metrics e.g persistency rate, welcome call rate, and also reduce other key metrics e.g freelook rate & customer complaints.
• Supporting and monitoring the development of data visualization software in Tableau and Power BI for data analysis.
• Assisting other analysis projects, e.g. Mystery Shopping Project.
• Performing assessment on sales force based on case-by-case basis.
• Providing guidance and advice to the vendor in training the shoppers (pertaining to questions raised by shoppers and to supplement information required by shoppers).
• Tracking and Monitoring of High risk Agents /Agency flagged under various categories, i.e. Complaints Management (Agency related), Replacement of Policy, Persistency, Welcome Call result, High Claims Loss ratio, and routine assessments and reporting on PMT outliers with reference to the SOP of Agency Business Quality (ABQ) unit

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Information :

• Company : AIA
• Position : Business Quality Assurance
• Location : Jakarta
• Country : ID