Responsable de control de calidad

Allianz Direct; Gijón; Híbrido; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Allianz Direct is seeking a Quality and Complaints Lead to enhance customer interactions within their call center. This role involves monitoring agent performance, conducting training, and ensuring compliance with quality standards. Candidates should have relevant experience and strong leadership skills to foster a productive team environment.

Servicios

Career development programs

Flexible working arrangements

Hybrid model

Formación

• Previous experience in managing a contact center or a similar role.
• Proactive attitude and focus on continuous improvement.
• High level of organizational and time management skills.

Responsabilidades

• Monitor and direct the daily activities of contact center agents.
• Evaluate agent performance and provide constructive feedback.
• Ensure team compliance with internal policies and quality standards.

Conocimientos

Leadership

Effective Communication

Problem Solving

Time Management

Training and Development

Empathy

Customer Orientation

Technical Knowledge

Teamwork

Conflict Management

Educación

University degree or Master's in communication or a related field

Descripción del empleo

The world around us is changing rapidly and so is the insurance industry. Now’s the right time to make a bold move and shape the future of insurance – this is Allianz Direct! As a pan-European online insurer of the Allianz Group, launched in 2019, Allianz Direct is on its mission to become “digitally unbeatable” and the most efficient insurer on the market. Allianz Direct is truly changing the face of insurance, in customer experience, and in technology, processes, people and culture.

An international team of business experts and engineers who live and breathe an agile way of working, we are seeking to improve and change the way you do insurance. Driven by a customer-oriented approach and love for data, Allianz Direct strives for delivering an exceptional experience with a personal touch.

So, what makes Allianz Direct so unique? We believe in the power of simplicity and convenience and by doing so we have managed to set new standards when it comes to online insurance.

As a Quality and Complaints Lead in a Call Center, you will be responsible for ensuring that customer interactions meet the quality standards set by the company.

Key Responsibilities :

• Team Supervision : Monitor and direct the daily activities of contact center agents, ensuring performance and quality objectives are met.
• Training and Development : Provide ongoing training and support to agents to improve their skills and knowledge, ensuring they are well-equipped to handle customer inquiries.
• Performance Monitoring : Evaluate agent performance using metrics and KPIs, providing constructive feedback and establishing improvement plans when necessary.
• Active Listening : Listen to contact center calls to ensure that the team follows procedures and addresses customer needs according to the defined standard.
• Call Management : To a lesser extent, engage with customers to understand service details.
• Conflict Resolution : Act as an escalation point to resolve complex issues or customer complaints that agents cannot resolve.
• Communication : Facilitate effective communication between agents and management, ensuring that policies, procedures, and relevant changes are clearly communicated.
• Team Motivation and Morale : Foster a positive work environment and motivate the team to achieve their goals, promoting collaboration and teamwork.
• Reporting and Analysis : Prepare reports on team performance and contact center operations, identifying areas for improvement and proposing solutions.
• Compliance with Standards and Policies : Ensure the team complies with internal policies, industry regulations, and established quality standards.
• Strategy Implementation : Collaborate with management to implement strategies that improve operational efficiency and customer satisfaction.

Qualifications :

The following requirements are desirable :

Education and Experience :

University degree or Master's in communication or a related field.

• Previous experience in managing a contact center or a similar role.

Skills and Competencies :

• Leadership
• Effective Communication
• Problem Solving
• Time Management
• Training and Development
• Empathy
• Customer Orientation
• Technical Knowledge
• Teamwork
• Conflict Management

Personal Qualities :

• Proactive attitude and focus on continuous improvement.
• High level of organizational and time management skills.
• Ability to work independently and as part of a team.
• Flexibility and adaptability to change.
• Intermediate to advanced English (conversational).

We offer : Career development programs, flexible working arrangements, hybrid model, and much more.

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