1. Handle and Improve Quality of Customer Care Area (social media, live chat, email, inbound, outbound, & critical customer complaint)2. Create improvements Plan for process, system, procedure, and others3. Initiate calibration meetings4. Set Team's KPI and Target5. Create the parameter and methodology assesment6. Proactive find the ideas & follow up to decrease top finding ans increase customer satisfaction7. Etc

1. handle team quality assurance customer care area (Mistake back office, welcome call, mobile apps, insurance claim, overpayment process, online leads, fund not transferred, full early repayment, complaint, etc) 2.send call center reports, build new projects and improve processes that are already running 3.coaching and training to call centers 4.help make a new process 5.monitoring some process (refund process, troubleshoot mobile apps process, claim insurance process, fund not transfered process, follow up mistake, airlines cancellation). 6. make assessment parameters 7. Interview new candidate call center 8. Do UAT for ensure new application no error before go live 9. Set goal and action plan for increase customer satisfaction 10. Maintance operator quality score average above 95% per month 11. Follow up issue and top finding12. Collaborate with other function (Anti Fraud, risk, digital, insurance, finance, inpayment, etc)

1. auditing inbound area operators (call centers, e-mail, live chat, social media & invoice calls)2. increase the operator score's to stay above standard3. provide feedback to operators to improve customer service quality4. Mentoring and coaching for all operators5. giving trainig to new joiners

1. auditing inbound area operators (call centers, e-mail, live chat, social media & back office)2. provide feedback to operators to improve customer service quality3. Mentoring and coaching for all operators4. giving trainig to new joiners5. send operator performance report daily, weekly, and monthly

1. provide correct information to customers2. answer questions, follow up on customer requests and complaints3. improve customer satisfaction

- call customer from credit card or banking for apply insurance- processing the customer's insurance application