Responsable De Control De Calidad

Allianz Direct; Islas Baleares; Híbrido; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

An innovative online insurer is looking for a Quality and Complaints Lead to enhance customer interactions in their contact center. This role focuses on supervising team performance, ensuring compliance with standards, and fostering a positive work environment. The ideal candidate will possess strong leadership and communication skills, with a background in contact center management. Join a forward-thinking company that values career development and offers flexible working arrangements in a hybrid model. Your contributions will directly impact customer satisfaction and operational efficiency.

Servicios

Career development

Flexible working arrangements

Hybrid model

Formación

• University degree or Master's in communication or related field.
• Experience in contact center management is desirable.

Responsabilidades

• Monitor and guide daily contact center operations to meet performance goals.
• Provide continuous training to improve agent skills and knowledge.
• Handle escalated issues and complex customer complaints.

Conocimientos

Leadership

Communication

Problem Solving

Time Management

Empathy

Customer Orientation

Technical Knowledge

Conflict Management

Educación

University degree in communication or related field

Master's in communication or related field

Descripción del empleo

Job Title: Quality and Complaints Lead in Call Center

Join Allianz Direct, a pioneering online insurer within the Allianz Group, committed to transforming the insurance industry through innovation, customer-centricity, and technology.

We are seeking a dedicated Quality and Complaints Lead to oversee and enhance the quality of customer interactions within our contact center. This role involves supervising team performance, ensuring compliance with standards, and fostering a positive environment.

Key Responsibilities:

1. Team Supervision: Monitor and guide daily contact center operations to meet performance and quality goals.
2. Training and Development: Provide continuous training to improve agent skills and knowledge.
3. Performance Monitoring: Assess agent performance through KPIs, offering feedback and improvement plans.
4. Active Listening: Review calls to ensure adherence to procedures and customer needs are met.
5. Call Management: Engage with customers as needed to understand service details.
6. Conflict Resolution: Handle escalated issues and complex customer complaints.
7. Communication: Ensure clear communication of policies and updates to the team.
8. Team Motivation: Promote a positive work environment and teamwork.
9. Reporting and Analysis: Prepare performance reports and recommend improvements.
10. Compliance: Ensure team compliance with policies, regulations, and quality standards.
11. Strategy Implementation: Work with management to enhance operational efficiency and customer satisfaction.

Qualifications:

Desirable:

• University degree or Master's in communication or related field; experience in contact center management.
• Skills: Leadership, Communication, Problem Solving, Time Management, Empathy, Customer Orientation, Technical Knowledge, Conflict Management.
• Personal Qualities: Proactive, organized, adaptable, independent and team-oriented.
• Language: Intermediate to advanced English proficiency.

We Offer:

Career development, flexible working arrangements, hybrid model, and more.