Customer Experience & Quality Assurance Specialist
Kuala Lumpur, MY
Allianz Services is proud to serve and be part of Allianz Group, one of the world’s leading insurers and asset managers. Our global footprint, with more than 7,300 employees located across ten countries and four continents, enables us to unlock value for our partners across the insurance value chain and deliver client experience within Allianz Group. At Allianz Services, we have a specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people and our trusted relationships with partners are what matter most. These are rooted in our values of compassion, integrity, and expertise and we aim to continuously evolve, improve, and deliver excellence while contributing to the transformation of Allianz. Caring for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.
The Customer Experience and Quality Assurance Specialist will play a crucial role in managing customer complaints, conducting quality checks on inbound and outbound calls, and preparing reports and presentations related to bancassurance and partnerships. This role requires a customer-focused individual with strong analytical and communication skills. The successful candidate will work closely with various teams to enhance customer satisfaction and ensure compliance with quality standards.
Key Responsibilities
1. Customer Complaint Management:
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Ensure all customer complaints are handled efficiently and effectively, ensuring timely resolution and customer satisfaction.
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Analyze complaint trends and identify root causes to implement corrective actions.
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Collaborate with relevant departments to address customer concerns and improve service delivery.
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Develop and maintain customer complaint reporting tools.
2. Quality Assurance:
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Conduct quality checks on inbound and outbound calls to ensure adherence to identified measurements, company standards and regulatory requirements.
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Provide feedback to call center team to enhance performance and service quality.
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Develop and maintain quality assurance metrics and reporting tools.
3. Reporting and Presentation Preparation:
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Prepare comprehensive reports on business strategies, financial data, actions plans and service performance for bancassurance and partnerships.
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Utilize data analytics tools to generate insights and support strategic decision-making.
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Create presentations for internal and external stakeholders to communicate findings and recommendations.
4. Collaboration and Continuous Improvement:
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Work closely with all relevant functions to align business growth strategies and objectives.
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Identify opportunities for process improvements and implement best practices to enhance customer experience.
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Stay updated on industry trends and emerging technologies to drive innovation in customer service and quality assurance.
Qualifications and skills
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Bachelor's degree in Business Administration, Communications, or a related field.
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Minimum of 3-5 years of experience in customer service, quality assurance, or a related role, preferably within the insurance or financial services industry.
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Strong analytical skills with proficiency in data analysis, presentation and reporting tools (e.g., Excel, Power Point, Power BI).
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Excellent communication and interpersonal skills.
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Ability to work collaboratively in a cross-functional team environment.
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Detail-oriented with strong organizational and time management skills.
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Knowledge of customer service best practices and quality assurance standards.
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.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
