ihsanprakasa

Designed and executed end-to-end testing strategies (functional, non-functional, regression) for national-scale digital land information systems. Developed and maintained test scenarios, test cases, and QA reports, ensuring traceability and audit readiness for World Bank–funded programs. Identified, documented, and tracked software defects and quality gaps, accelerating issue resolution through structured defect management. Implemented continuous quality monitoring frameworks across the development lifecycle, reducing post-release risks. Compiled and standardized QA documentation to support regulatory compliance, project transparency, and stakeholder reporting.

Led customer journey design and enhancement for prepaid and postpaid core services, ensuring compliance with internal policies and government regulations. Delivered Quality by Design (QbD) by leading UAT for new and enhanced customer journeys, system rules, notifications, and communication plans. Translated regulatory requirements into system and process specifications, ensuring full alignment with evolving government policies. Acted as key liaison with government institutions, supporting audits, reporting, and regulatory submissions related to marketing products and services. Ensured 100% policy compliance coverage across all core services through continuous review and updates.

Owned end-to-end Customer Journey Management across all customer lifecycle stages: awareness, purchase, activation, usage, support, retention, and churn. Designed and deployed CX measurement methodologies across multiple channels (call center, digital, retail, social, IVR, self-care). Analyzed customer behavior, complaint patterns, resolution time, and service knowledge to identify root causes and improvement opportunities. Benchmarked customer touchpoints against industry best practices, driving continuous service performance improvement. Presented data-driven CX insights and recommendations to senior leadership, influencing product, service, and channel strategies. Evaluated CX initiatives through pre- and post-launch testing, improving launch quality and reducing service friction.

Led service quality audits and customer engagement evaluations across manned and unmanned service channels. Initiated enterprise-wide Customer Journey Measurement programs. Conducted pre- and post-launch audits for customer lifecycle and loyalty programs, improving service readiness and execution quality. Delivered actionable insights to executives, driving service excellence initiatives.

Ensured service quality across multi-channel customer care operations through audits, surveys, exams, and performance assessments. Built and maintained KPI dashboards tracking daily to annual service performance metrics. Translated quality findings into executive-level insights to support decision-making and corrective actions.

Developed and implemented Quality Assurance and Audit frameworks for customer care operations. Led mystery shopping, interaction audits, transaction reviews, and CSAT surveys. Produced executive dashboards highlighting top issues, trends, and performance risks.

Lead Projects for Client Companies: Quality Management System, Knowledge and skill based HR Management, Engineering design on Plant-Layout

Staff engineer & assistant to AMVTC-MIDC Head: Plan & execute PPIC & Training Program, Provide executive MoM.

Supporting Senior/Lead Researcher on Manufacture/Fabrication consultancy project.

Learning overall process within Banc Assurance Division, Focus on upselling Banc Assurance Division Product to existing Traditional Banking Product Customer.