DATA QUALITY MEASUREMENT TO IMPROVE SQA APPLICATION IN PT XYZ

Service Quality Assurance (SQA) is one of a unit in PT XYZ an Indonesian e-commerce company. SQA responsible for ensuring and maintaining services given to customers by Customer agents meet the company's quality standard. However, application was built without integration with Relationship Management (CRM) system, main customer service at XYZ. The problem that if companies need data, they must manually input data from CRM. This can cause vulnerabilities process. As result, it impacts business processes, which are inefficient be detrimental both materially immaterially. research aims provide recommendations improve so use integrated into CRM system. Total Data (TDQM) method used this study three dimensions: completeness, validity accuracy. results each dimension 99.64% 84.75% validity, 100% Business rules on have lowest V1 28.57% V6 65.11%. factors were identified as incomplete dictionary, obsolete SOP documents, no processes control application. Recommendations conduct in-depth roles all clearly defined regulations set forth documents. specific reference domain increase legitimacy level suitability.