Diky Ario

QA professional with 5+ years of experience in call center, customer service, and telesales. Strong in call monitoring, KPI & SLA control, and identifying service gaps through calibration and root cause analysis. Proven in improving agent performance and ensuring consistent, high-quality customer interactions

Quality Assurance – Customer Service & Call Center at PT Scorex Teknologi Indonesia (2024-06 – Present)

• Conducted call monitoring & evaluation to ensure compliance with SOP, QA standards, and service quality
• Monitored KPI & SLA performance and performed call calibration to maintain scoring consistency
• Identified service gaps through root cause analysis and provided actionable insights for improvement
• Delivered coaching & collaborated with team leaders to improve agent performance and service quality

Sales QA & Performance Controller at PT Evecare Trading Indonesia (2022-01 – 2023-12)

• Evaluated telesales interactions to ensure sales quality and compliance
• Analyzed conversion gaps and agent performance based on KPI
• Identified sales issues through root cause analysis
• Supported improvement of conversion quality and closing consistency

QA – Customer Care & Sales Validation at PT Sumo Teknologi Indonesia (Alodokter) (2019-12 – 2021-12)

• Conducted QA monitoring for call and chat customer support
• Validated customer data and sales processes for accuracy
• Ensured compliance with SOP and service standards
• Identified data and process issues to support service improvement

SMA NEGERI 1 BERASTAGI (2013)