Complaints and Quality Analyst
Brisbane, QLD, AU, 4000
Quality Analyst
Allianz Partners Australia | Brisbane QLD Full-Time | Hybrid Working Available
Help shape exceptional customer experiences through quality, insights and continuous improvement.
At Allianz, we believe in empowering our people to challenge convention, embrace innovation, and make a meaningful impact. As a global leader in insurance and assistance services, we help millions of customers worldwide with confidence and care.
We're looking for an experienced Quality Analyst to join our Brisbane team and play a critical role in enhancing service excellence across our customer operations. If you're passionate about quality, performance improvement, customer experience, and using data-driven insights to influence outcomes, we'd love to hear from you.
About Allianz Partners
Allianz Partners is a world leader in assistance and insurance services, specialising in travel insurance, international health, assistance, and automotive solutions. Operating in more than 75 countries and supported by over 19,000 employees globally, we're committed to delivering exceptional customer experiences through innovative, technology-enabled solutions.
As our business continues to evolve, we are investing in smarter ways of working, digital transformation initiatives, and operational excellence programs that enhance both employee and customer experiences.
About the Role
As a Quality Analyst, you'll be responsible for evaluating customer interactions across calls, emails, and digital channels to ensure service excellence, compliance, and customer-centric outcomes.
You'll leverage quality data, performance trends, and customer insights to identify opportunities for improvement, support coaching effectiveness, and contribute to a culture of continuous learning and operational excellence.
Working closely with leaders and frontline teams, you'll help drive performance, uncover actionable insights, and support initiatives that improve customer experience, efficiency, and service quality.
Key Responsibilities
- Conduct quality assessments across customer interactions, including phone, email, and digital channels
- Evaluate performance against quality, compliance, and customer experience standards
- Provide meaningful feedback and coaching insights to support capability development
- Analyse audit outcomes and performance trends to identify opportunities for improvement
- Generate regular reporting and insights to support operational decision-making
- Facilitate calibration sessions and promote consistency in quality outcomes
- Partner with leaders to drive continuous improvement initiatives and uplift service performance
- Support root-cause analysis activities to identify recurring customer and operational challenges
- Monitor emerging trends and customer behaviours to help inform process enhancements
- Contribute to quality frameworks, governance activities, and best-practice approaches
- Ensure quality targets, audit completion rates, and reporting deadlines are consistently achieved
About You
What You'll Bring
- Previous experience in a Quality Analyst, Quality Assurance, or Customer Experience role within a contact centre environment
- Strong understanding of quality frameworks, customer service standards, and performance measurement
- Experience interpreting data and translating findings into actionable recommendations
- Proven ability to deliver coaching feedback that drives measurable performance improvement
- Experience identifying trends, risks, and opportunities through quality analysis
- Excellent stakeholder engagement and communication skills
Technical Skills
- Intermediate to advanced Microsoft Excel skills
- Experience working with reporting tools, dashboards, or performance analytics
- Comfortable working with data-driven insights and performance metrics
- Exposure to digital customer channels, workflow technologies, or automation initiatives will be highly regarded
- Experience supporting continuous improvement or customer experience programs is advantageous
Personal Attributes
- Curious and analytical mindset
- Strong attention to detail
- Customer-focused approach
- Ability to influence and build credibility with stakeholders
- Adaptable and comfortable in a fast-paced environment
- Passion for innovation, continuous learning, and improving outcomes
Why Join Allianz?
- Join a globally recognised and trusted organisation
- Hybrid working arrangements and flexible work options
- Access to learning, development, and career progression opportunities
- Work within a collaborative and inclusive culture
- Be part of customer experience and operational transformation initiatives
- Contribute to projects that leverage technology, automation, and quality intelligence to deliver better outcomes
- Access a range of employee wellbeing and recognition programs
What's Important to Us
At Allianz, we care deeply about our customers and our people. We foster an environment where diverse perspectives are valued, innovation is encouraged, and every employee is empowered to contribute their best work.
As an equal opportunity employer, we welcome applications from people of all backgrounds, experiences, abilities, cultures, and identities.
If you're a quality professional who enjoys turning insights into action, leveraging data to drive better customer outcomes, and contributing to a culture of continuous improvement and innovation, we'd love to hear from you. Apply now and join Allianz Partners in Brisbane.
103491 | Underwriting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
