Quality Analyst (Voice & Closed File Review) - Polish Speaker

JOB SUMMARY
The Quality Analyst supports the continuous improvement of customer experience, operational performance, and compliance by conducting quality assessments across both customer interactions and claims handling activities.
Through a combination of Voice Quality Evaluations and Closed File Reviews (CFR), the role identifies performance trends, quality gaps, compliance risks, and opportunities for improvement. The Quality Analyst partners closely with Operations, Training, Team Leaders, and Leadership to drive sustainable quality improvements, enhance customer outcomes, and ensure consistent adherence to Allianz, client, partner, and regulatory standards.

WHAT YOU DO

Quality Monitoring & Evaluation
•    Monitor and evaluate customer calls against defined quality, compliance, and customer experience standards.
•    Conduct Closed File Reviews (CFR) by reviewing completed claims and case files to ensure adherence to client, departmental, partner, regulatory, and Allianz requirements.
•    Assess customer interactions, claims handling, documentation quality, process compliance, and overall customer outcomes.
•    Complete quality assessments accurately, objectively, and within agreed timelines.
•    Identify performance trends, recurring issues, strengths, risks, and opportunities for improvement across both Voice and CFR activities.
•    Maintain consistency in the application of quality frameworks, scorecards, and evaluation methodologies.
Feedback, Coaching & Performance Improvement
•    Deliver clear, constructive, and actionable feedback based on quality findings to associates, Team Leaders, Trainers, and operational stakeholders.
•    Partner with Leadership, Operations, and Training teams to identify development opportunities and support targeted improvement plans.
•    Support root cause analysis and corrective action plans to address quality gaps and improve performance.
•    Monitor agreed remediation and improvement actions, ensuring progress is tracked and actions are completed within agreed timelines.
Reporting & Stakeholder Management
•    Produce quality reports and communicate key findings, trends, risks, and insights to operational and management stakeholders.
•    Analyze quality data to identify emerging risks, recurring issues, and improvement opportunities.
•    Build strong partnerships with Operations, Training, Team Leaders, and Leadership teams to drive quality performance and operational excellence.
•    Lead the monthly Quality Circle with senior management, presenting key quality insights, performance trends, risks, and improvement opportunities, while ensuring agreed actions are tracked, followed through, and closed within agreed timelines.
Governance & Continuous Improvement
•    Participate in calibration sessions to ensure scoring consistency, fairness, and alignment across Quality, Operations, and Leadership stakeholders.
•    Maintain expert knowledge of products, processes, claims handling procedures, customer experience standards, and quality requirements.
•    Contribute to the continuous improvement of quality frameworks, scorecards, review methodologies, reporting approaches, and monitoring processes.
•    Support internal and external audits as required.
•    Identify potential compliance, process, or customer risks and escalate findings where appropriate.
•    Perform other duties as assigned to support departmental and organizational goals.

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

WHAT YOU BRING

Experience
•    Previous experience in Assistance, Claims, Customer Service, Quality Assurance, Complaints, Training, or a related operational function. 
•    Experience evaluating customer interactions, reviewing case files, or supporting quality and compliance activities is desirable but not mandatory. 
•    Ability to apply quality standards consistently and identify opportunities for improvement.
Skills & Knowledge
•    Fluent Polish and English (written and spoken) are essential.
•    Strong listening and analytical skills with the ability to assess customer interactions and claims handling objectively and consistently.
•    Excellent analytical capabilities with the ability to identify trends, root causes, risks, and improvement opportunities.
•    Strong communication and interpersonal skills, with confidence providing feedback and presenting findings to operational and management stakeholders.
•    Ability to work independently in an international environment and manage competing priorities.
•    High attention to detail and strong organizational skills.
•    Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
•    Comfortable working with AI-enabled tools to create quality reports, trend analyses, management presentations, and operational insights.
•    Interest in leveraging new technologies to drive continuous improvement and operational excellence.
Success Measures
•    Timely completion of Voice Quality Evaluations and Closed File Reviews.
•    Consistent and accurate application of quality standards and scoring frameworks.
•    Identification of meaningful trends, risks, and improvement opportunities.
•    Effective delivery of feedback and support of associate development.
•    High-quality reporting and actionable management insights.
•    Successful completion and follow-up of agreed quality improvement actions.
•    Positive contribution to customer experience, compliance, and operational quality performance.

WHAT WE OFFER
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

109218 | Customer Services & Claims | Entry Level | 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.