At Allianz, we're committed to excellence in our services and operations. We seek a seasoned professional to fill a critical role in ensuring the highest standards of quality across our consumer division.
We are looking for a strategic thinker who can develop, implement, and oversee a Quality Assurance framework that aligns with our obligations and enhances customer satisfaction through effective monitoring.
This is an opportunity to take charge of developing and managing quality processes, driving continuous improvement, and elevating the overall customer experience.
Responsibilities
* Develop and implement a Quality Assurance strategy within the Consumer division, integrating QA practices to oversee Allianz's compliance obligations and processes.
* Drive initiatives for continuous improvement to elevate the overall customer experience.
* Establish and execute proactive corrective and preventive processes to address the risk of non-compliance.
* Create and integrate processes geared towards identifying systemic issues and cultivating a culture of continuous improvement within the organization.
* Provide guidance to stakeholders based on improvement areas identified during audits and other Quality Assurance activities.
* Ensure comprehensive communication and education for both management and employees regarding our Quality Program.
* Conduct audits to assess compliance and quality across Centre operations.
* Offer support in implementing, developing, and sustaining a voice analytics program to enhance overall quality monitoring efforts.
About You
* Demonstrated experience in Quality Assurance within either banking/financial services or insurance.
* Experience in managing and coaching/mentoring a high-performance team.
* Demonstrated analytical and critical thinking prowess, enabling the interpretation of diverse data sets, identification of trends, and provision of effective solutions.
* Proven experience in utilizing voice analytics.
* Exceptional knowledge of technology, systems, processes, and contact center operations.
Benefits
* Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
* A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
* Access to over 10,000 on-demand learning resources and programs.
* Initiatives to support your financial wellness through selected discounted Allianz products and superannuation matching.
About Allianz
We care about everything that makes you, you. We believe in equitable workplaces that celebrate diversity and inclusion.
Adjustments and Support
If you require any support and adjustments to participate equitably in our recruitment process, please reach out for a confidential conversation.