Solo Quedan 24h Quality And Complains Lead

TN Spain; Madrid; Híbrido; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Quality and Complaints Lead to oversee a dynamic call center team. This role is crucial in ensuring that customer interactions meet high-quality standards while fostering a positive work environment. You will be responsible for training, performance monitoring, and conflict resolution, all aimed at enhancing customer satisfaction. With a focus on leadership and communication, this position offers the chance to make a significant impact in a forward-thinking organization committed to transforming the insurance landscape through technology and exceptional service.

Servicios

Career development programs

Flexible work arrangements

Hybrid model

Formación

• University degree or Master's in communication or related field.
• Experience managing a contact center or similar role.

Responsabilidades

• Monitor and direct contact center agents to meet performance and quality goals.
• Provide ongoing training to improve agent skills and knowledge.
• Resolve complex issues or complaints escalated by agents.

Conocimientos

Leadership

Communication

Problem Solving

Time Management

Empathy

Customer Orientation

Technical Knowledge

Teamwork

Conflict Management

Educación

University degree in communication

Master's in communication or related field

Descripción del empleo

Solo Quedan 24h Quality And Complains Lead, Madrid

Client: Not specified

Location: Madrid, Spain

Job Category: Other

EU work permit required: Yes

Job Views:

2

Posted:

27.04.2025

Expiry Date:

11.06.2025

Job Description:

About us: Allianz Direct is a pan-European online insurer of the Allianz Group, launched in 2019, aiming to become “digitally unbeatable” and the most efficient insurer on the market. We are transforming insurance through customer experience, technology, processes, and culture.

Role: As a Quality and Complaints Lead in a Call Center, you will ensure customer interactions meet quality standards.

Key Responsibilities:

1. Team Supervision: Monitor and direct contact center agents to meet performance and quality goals.
2. Training and Development: Provide ongoing training to improve agent skills and knowledge.
3. Performance Monitoring: Evaluate agent performance using metrics and KPIs, providing feedback and improvement plans.
4. Active Listening: Review calls to ensure adherence to procedures and customer needs.
5. Call Management: Engage with customers to understand service details when needed.
6. Conflict Resolution: Resolve complex issues or complaints escalated by agents.
7. Communication: Ensure clear communication of policies and procedures.
8. Team Motivation and Morale: Foster a positive work environment and teamwork.
9. Reporting and Analysis: Prepare performance reports and identify improvement areas.
10. Compliance: Ensure adherence to policies, regulations, and quality standards.
11. Strategy Implementation: Collaborate on strategies to improve operations and customer satisfaction.

Qualifications:

• University degree or Master's in communication or related field.
• Experience managing a contact center or similar role.

Skills and Competencies:

• Leadership, Communication, Problem Solving, Time Management, Empathy, Customer Orientation, Technical Knowledge, Teamwork, Conflict Management.

Personal Qualities:

• Proactive, organized, independent, adaptable, intermediate to advanced English.

We offer:

Career development programs, flexible work arrangements, hybrid model, and more.