Key Responsibilities: what you do

The Quality Expert is placed within our Quality Team and is directly reporting to the local Quality Lead.

Quality expert is responsible to perform quality scoring, build analytics, drive training and deliver concrete feedback to the operations teams with the objective to enhance the quality ofservices and processes across Lob.

This position involves executing the quality management strategy, overseeing quality assurance processes and fostering continuous improvement initiatives. Focus on quality criteria grids by leveraging calls shadowing and analytics solutions, the quality expert is responsible of the scoring process of our agents and the feedback, coaching and training recommendation with our operations teams. Quality Management approach is to improve the customer interaction and ultimately to maintain Operations quality standards, meet regulatory requirements and drive a culture ofquality throughout the organization.

Key responsibilities:

Review associate communication to ensure that client, department, partner, and Allianz standards are met throughout interactions with our customers.
Deliver appropriate feedback, coaching and training for calls, emails, chats, and cases monitored directly to the associate, as well as their Team Leader. Deliver this feedback in a direct, engaging, and encouraging manner.
Partner with Team Leaders and/or Supervisors to address trends or behaviors that require immediate attention.
Partner with Senior Quality Specialists to review department trends, opportunities, and successes;

Key requirements/What you bring

3+ years’ experience in call center or claims activity
Strong knowledge in quality and training environment
Strong customer satisfaction and process efficiency focus, with experience in recontacting dissatisfied customers in order to understand pain points in assistance
Ability to interact easily with others and capacity to give feedback · Italian and English fluency required · Availability in Casarano Site (Apulia) is mandatory requirement, with a possible fixed presence in Casarano location.

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.