Care Centre Quality Assurance

The main duty of an Customer Care Unit – Quality Assurance Officer is to evaluate customer interactions from multiple sources and channels, providing quality scores and proper feedbacks to agents. The incumbent is also responsible to perform investigation and evaluation for specific calls within predetermined time scales and are dealt with the highest standards of customer service.  The CCU - QA will also collaborate to improve procedures, instructions, trainings and correlated activities regarding continuous quality improvement process. The CCU - QA will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.

Key responsibilities/What you do:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management.
• Uses Quality Management tool to compile and track performance at individual level.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for all types of team or line of business
• Provides feedback to Care Centre agent on what to maintain and improve based on the quality standards.
• Prepares and analyzes internal and external quality reports for management staff review.
• Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
• Perform other duties as assigned.

AI READINESS 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.

Key requirements/What you bring: 

• Bachelors Degree ; Medical background is mandatory
• 2+ years experience in a middle management position in a Call Centre / Customer Care environment
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
   
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

How we hire 
 Agency Statement Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered

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. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.

Great to have you on board. Let's care for tomorrow.