Fatarrizza Prasetyo

Quality Assurance Customer Services

PT. Bank Raya Indonesia, Tbk.•  September 2022 - Present

• Creating a standard assessment of Bank Raya's Customer Service Quality Assurance (CSQA) through research and debriefing with persons in charge at other companies. Then create an assessment plan using Microsoft Excel and Google Sheets. • Conduct conversation sampling from social media agents on Qiscus (Omnichannel Application) and monitor CSAT or customer satisfaction with the rating given • Assessing social media agents with 7 assessment indicators according to Bank Raya CSQA standards • Monitoring the suitability of agent answers regarding customer complaint tickets on the JIRA application • Deliver monitoring results and all reports to social media agents, section heads, and division heads using Google Slides.