Quality Assurance Analyst - 12 Month Maternity Contract

Key Responsibilities: 

Quality & Compliance Oversight 

• Evaluate customer interactions across multiple channels to ensure compliance with Allianz standards and regulatory requirements   

• Assess communications against CPC, GDPR, MCC, and other applicable frameworks   

• Ensure adherence to complaint handling processes and vulnerable customer procedures   

• Identify and escalate potential regulatory risks in a timely manner   

  Insight & Root Cause Analysis 

• Analyse QA outputs to identify trends, recurring errors, and key drivers of customer contact   

• Conduct root cause analysis to uncover underlying operational or process issues   

• Translate findings into clear, actionable insights to improve customer outcomes and reduce avoidable contact   

• Support data-driven decision making across operational teams   

  Coaching & Continuous Improvement 

• Provide structured, insight-led feedback to leaders and stakeholders   

• Support coaching frameworks and capability development across teams   

• Partner with training and operational leaders to influence behavioural change and service improvements   

  Operational Excellence & Innovation 

• Contribute to the development and enhancement of QA frameworks, scorecards, and processes   

• Leverage QA tools and emerging technologies (e.g. speech analytics, AI insights) to enhance reporting and efficiency   

• Promote best practice and consistency across customer interaction 

Key Requirements / Skills & Experience 

 Essential: 

• APA qualified with a minimum of 3 years’ experience in general insurance   

• Strong analytical capability with the ability to interpret data and identify trends   

• Experience in quality assurance, coaching, or operational performance analysis   

• Understanding of customer journeys within a contact centre environment   

• Excellent attention to detail and a structured approach to problem solving 

Desirable: 

• CIP qualification   

• Experience using QA tools, dashboards, or speech analytics   

• Exposure to process improvement or continuous improvement initiatives   

• Knowledge of regulatory frameworks (CPC, MCC, GDPR, etc.) 

• At Allianz Ireland, we are committed to staying at the forefront of technological advancements. While this role may not require specific expertise in Data Analytics or Artificial Intelligence (AI) technologies, having an understanding of their core principles and practical applications is beneficial. 

Our Benefits:  

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches. 

#LI-Hybrid This is a hybrid remote/in-office role 

Allianz plc. is regulated by the Central Bank of Ireland. 

Regulatory Notice:  

Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. Please refer to the Central Bank of Ireland’s Guidance on Minimum Competency Code: Minimum Competency | Central Bank of Ireland as well as F&P Standards and the Corporate Governance Requirements: Fitness & Probity | Central Bank of Ireland. This includes the requirements provided for by the Central Bank Individual Accountability Framework Act 2023. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. Full details are available via the Central Bank website: Individual Accountability Framework  | Central Bank of Ireland