UK & IRE Quality Lead

TN United Kingdom; Croydon; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

Ein führendes Unternehmen im Versicherungsbereich sucht einen Quality Lead, der für die Qualitätssicherung und Verbesserung der Dienstleistungen verantwortlich ist. In dieser spannenden Rolle arbeiten Sie eng mit verschiedenen Abteilungen zusammen, um sicherzustellen, dass die höchsten Standards eingehalten werden. Sie werden die Qualität von Dienstleistungen überwachen, Beschwerden verwalten und kontinuierliche Verbesserungsinitiativen umsetzen. Wenn Sie über umfangreiche Erfahrung im Qualitätsmanagement verfügen und eine Leidenschaft für Kundenzufriedenheit haben, ist dies die perfekte Gelegenheit für Sie, einen bedeutenden Einfluss auf die Qualität der Dienstleistungen zu haben.

Qualifications

• Über 10 Jahre Erfahrung im Qualitätsmanagement und Beschwerdemanagement.
• Starke Kenntnisse im Umgang mit interkulturellen Teams und Prozessen.

Responsibilities

• Entwicklung und Umsetzung der Qualitätsmanagementstrategie des Landes.
• Leitung von Audits und Entwicklung von Maßnahmen zur Qualitätssicherung.

Skills

Qualitätsmanagement

Beschwerdemanagement

Interkulturelle Kommunikation

Prozessoptimierung

Teamführung

Education

Bachelor in Betriebswirtschaft

Zertifizierungen in Qualitätsmanagement

Tools

ISO Standards

Job description

Social Network Login/Join

Location – Croydon – Hybrid – 3 days in the office and 2 days at home + regular international travel to other group sites

The Role:

The Quality Lead for UK/IE is part of the regional quality organization, reporting to the Regional Quality & Training Lead in Operations. The role involves ensuring and improving the quality of services in the country, including quality processes, customer satisfaction, complaints, and leakage. Responsibilities include developing quality management strategies, overseeing assurance processes, and fostering continuous improvement. The Quality Lead collaborates with the central quality team and cross-functional departments to maintain standards, meet regulatory requirements, and promote a culture of quality, ensuring high-quality outcomes and customer satisfaction.

Primary objectives include managing complaints, driving quality assurance audits, monitoring customer satisfaction (VoC/NPS), identifying improvement areas, and implementing initiatives aligned with the Group quality strategy. Additionally, conducting OFR/CFR to identify leakage and define improvement measures within the organization.

Hours:

35 hours per week, Monday to Sunday, 07:00 – 18:00. Hours may vary based on business needs and are subject to change.

Key Responsibilities:

1. Quality Strategy: Develop and implement the country’s quality management strategy.
2. Cross-Functional Collaboration: Work with various departments to integrate quality measures into all operations.
3. Quality Culture: Promote initiatives to foster a culture of quality.
4. Quality Standards: Establish and maintain high standards aligned with industry best practices, group standards, and local regulations.
5. Quality Audits: Conduct audits, identify improvement areas, and develop corrective action plans.
6. Quality Certification: Drive ISO and other certifications locally.
7. Quality Assurance: Plan, implement, and monitor assurance processes for compliance.
8. Quality Metrics: Establish KPIs, monitor performance, and report to leadership.
9. Customer Satisfaction: Focus on enhancing satisfaction through VOC/NPS, addressing concerns promptly, and launching VOC initiatives.
10. Quality Committees: Lead quality circles and B-Partner quality committees, monitor performance, and implement actions.
11. Complaints Management: Roll out and maintain complaint processes, track issues, and support system implementation.
12. Customer Feedback: Analyze feedback for improvement opportunities and integrate into quality processes.
13. Leakage Management: Establish control measures, track leakage rates, and collaborate on actions.
14. Process Development: Lead design and improvement of quality management processes.
15. Risk Management: Identify and mitigate quality risks.
16. Documentation: Ensure proper documentation of processes and outcomes.
17. Financial & Budget Management: Manage the quality budget for the country.
18. Team Leadership: Build and lead a high-performing team, fostering a culture of innovation and excellence, and promoting Allianz values.

About You:

• 10+ years’ experience in intercultural operations within insurance, assistance, or banking.
• Strong knowledge of quality and complaints management.
• Experience executing large-scale strategies with a cross-functional approach.
• Understanding of the UK regulatory environment.
• Focus on customer satisfaction and process efficiency.
• Excellent communication skills, team spirit, and flexibility.
• Ability to multitask and work remotely in an international environment.
• Fluent in English.

About Allianz Group:

One of the most trusted insurance and asset management companies worldwide, committed to caring for our employees and fostering an inclusive environment. We welcome applications regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. Join us and help build a better future for our customers and the world.