Speech and Automation Specialist

SPEECH AND AUTOMATION SPECIALIST | CONSUMER | QLD & SA

At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

About the role

• Clarify and translate business requirements into documentation and solution design using appropriate tools, models, data analysis, process analysis, and cost-benefit analysis.
• Develop meaningful regular and ad hoc reporting and auditing to assist in business decisions making.
• Analyse workflow of the analytics and automations within the Quality Framework.
• Develop functional specifications that design and document desired outcomes of automation development and maintenance.
• Contribute to auditing and continuous improvement to ensure overall efficiency, functionality, and user friendliness of analytics and automations, and develop and refine speech analytics models to improve accuracy and relevance.
• Monitor system performance and troubleshoot issues to ensure optimal functionality.
• Implement and maintain speech analytics and automatic quality solutions to monitor and analyse customer interactions.
• Identify opportunities for process enhancements and automation within the speech analytics and quality monitoring functions.

About You

• Experience working in a Contact Centre, ideally in a Quality Assurance, Continuous Improvement or Business Analyst role with extensive knowledge of the Contact Centre industry and current technology and quality trends.
• Excellent customer service skills with a strong understanding of the customer journey experience.
• Strong verbal and written communication skills, with the ability to present findings to senior stakeholders confidently and demonstrates excellent negotiation skills to effectively support findings and recommendations, even when encountering resistance or pushback.
• Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision-making.
• Ability to prioritise effectively, organise tasks, and manage competing resources and demands.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.

Benefits and perks

• Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
• Work-life balance: Enjoy our flexible, hybrid work arrangements, and tailored workplace adjustments, where possible. 
• Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
• Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
• For more details about our benefits, visit the Allianz Careers site.

About Allianz Group

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 matters, 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.

Adjustments and support 

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.

Join us. Let’s care for tomorrow. www.allianz.com.au/careers 

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