Do you want to work in a high-trust culture where you’ll feel empowered to make decisions that result in impact?
To maintain an effective Quality Assurance process and standard by performing quality monitoring for customer service (Inbound/Email) and identify area of improvement to meet the quality standards within customer service with an objective of improving overall customer experience through providing feedback on processes and Customer Service Associates behaviour.
You'll be responsible for:
- Responsible to perform Quality Assurance checks on Customer Service Associate’s calls and Support’s emails to ensure effectively meeting Quality Assurance guidelines and deliver high quality standards to serve the existing & potential customers and agents with the objective of achieving highest level of customer satisfaction.
- Provides actionable data and feedback to Customer Service Associates/Team Leads and managers.
- Accompany evaluations with meaningful and constructive feedback identify potential corrective or prevention actions to improve quality assurance.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans and collaborate with operations team.
- Assure ongoing compliance with quality requirements.
- Conduct coaching and calibration sessions to maintain consistency in internal evaluations.
- Perform coaching to Customer Service Associates from evaluations to improve quality.
- Produce statistical reports and insights on quality performance as well as manages, checks and maintains proper reporting of all QA documents, reports, records and any other related documents.
- Ensure quality framework and Local Operating Procedure are up to date and reviewed periodically.
- Drive continuous improvements to improve quality and proactively research and understand customer expectations and needs to drive their satisfaction.
- Identify training needs, develop individualized and group training plans to address, varying needs and organize training interventions to meet quality standards.
- Undertake other duties related to department’s functions, as requested by the Head of Unit and management from time to time.
Important to your success:
- Minimum 2 years work experience as a Quality Assurance Specialist or similar role.
- Good verbal and written communication skills.
- Strong attention to details and problem solving skills.
- Good computer skills.
- Able to conduct training and development.
- Familiarity with AI tools like ChatGPT or Copilot is an added advantage.
Disclaimer: Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.
Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.
Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.
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.
Join us. Let's care for tomorrow.