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.
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.

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.

Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo.
We are proud to be an equal opportunity employer and 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.

Customer Care Quality Assurance Officer

Key skills