Global Contact Centre Quality & Process Lead (Hybrid)

Allianz Partners; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working model

Company pension scheme

Comprehensive health insurance

25 days annual leave

Learning and development opportunities

Employee wellness programme

Job summary

Allianz Care in Dublin is seeking a Global Contact Centre Quality & Process Improvement Lead. You will own quality assurance, governance, and performance standards across our international IPMI helpline network, reporting to the Global IPMI Helpline Manager.

You will drive process improvements and lead automation initiatives to enhance customer experience. The role focuses on designing quality frameworks, conducting audits, and coordinating across global locations to ensure consistent standards

Qualifications

• Significant experience in quality management and/or process improvement within a contact centre or helpline environment.
• Proven track record of designing and implementing quality frameworks and monitoring programmes.
• Experience with process mapping, documentation, and governance.
• Strong analytical skills with the ability to interpret data and translate findings into actionable insights.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

Responsibilities

• Design, implement, and maintain the quality assurance framework for the Global IPMI Helpline.
• Develop and manage contact quality monitoring programmes across all channels (voice, email, chat).
• Conduct regular quality audits and analyse data to identify trends and root causes.
• Produce quality reports and dashboards for senior leadership.
• Own and maintain end-to-end process documentation for all helpline operations.
• Lead improvement initiatives using Lean, Six Sigma, or equivalent methodologies.
• Lead the evolution of helpline technology to ensure AI-readiness and enhanced customer experience.

Skills

Quality management

Process improvement

Data analysis

Stakeholder management

Project facilitation

Tools

Scorebuddy

Excel

PowerPoint

Job description

Allianz Care in Dublin is seeking a Global Contact Centre Quality & Process Improvement Lead. You will own quality assurance, governance, and performance standards across our international IPMI helpline network, reporting to the Global IPMI Helpline Manager.

You will drive process improvements and lead automation initiatives to enhance customer experience. The role focuses on designing quality frameworks, conducting audits, and coordinating across global locations to ensure consistent standards