Helpline Supervisor

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

Benefits offered by this job

Hybrid working model

Company pension scheme

Health insurance

25 days annual leave

Flexible working arrangements

Learning and development opportunities

Employee wellness programme

Life assurance

Income protection

Global collaboration opportunities

Job summary

Allianz Care in Dublin is seeking a Global Contact Centre Quality & Process Improvement Lead to set the standard for quality and operational efficiency across our international IPMI helpline network. Based in Dublin, you'll own quality assurance, process governance, and performance standards, reporting to the Global IPMI Helpline Manager and collaborating across sites worldwide.

You will drive continuous improvement, lead root cause analyses, and oversee technology evolution to ensure the

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
• Experience leading or facilitating continuous improvement initiatives
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
• Strong attention to detail and a commitment to high standards
• Openness to working flexibly across time zones to support global teams

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, root causes, and areas for improvement
• Produce quality reports and dashboards for senior leadership, ensuring visibility of performance and risk
• Ensure compliance with regulatory requirements and internal standards
• Own and maintain end-to-end process documentation for all helpline operations
• Identify process inefficiencies and lead improvement initiatives using Lean, Six Sigma, or equivalent methodologies
• Design and implement new processes to support business growth and service enhancements
• Manage process change governance, including impact assessments and stakeholder communication
• Ensure process alignment across all global helpline locations
• Lead a culture of continuous improvement across the helpline function
• Facilitate root cause analysis sessions and implement corrective actions
• Benchmark performance against industry best practices and drive automation and digital transformation opportunities within helpline processes
• Lead the evolution of helpline technology - working with technical process experts across telephony, bots, and email - to ensure the function is AI-ready and optimised for effectiveness and customer experience
• Manage improvement project pipelines and track benefits realisation
• Collaborate with Operations Managers, Team Leaders, and frontline teams to embed quality and process standards
• Partner with Training & Development to address skill gaps identified through quality monitoring
• Liaise with IT and digital teams on system enhancements and tool optimisation
• Work with global counterparts to ensure consistency of standards across regions
• Report to senior leadership on quality performance, risks, and improvement plans

Job description

Allianz Care | Dublin, Ireland | Full-Time | Hybrid

Are you passionate about service excellence, continuous improvement, and shaping the future of customer-facing operations? Join Allianz Care as our Global Contact Centre Quality & Process Improvement Lead - a pivotal, full-time role based in Dublin where you\'ll set the standard for quality and operational efficiency across our international IPMI helpline network. In this role, you\'ll be the central point of accountability for quality assurance, process governance, and performance standards - while also leading the evolution of our helpline technology towards an AI-ready future. You\'ll report directly to the Global IPMI Helpline Manager and work with teams across multiple global locations, making a tangible impact on the experience of customers around the world.

What You\'ll Do

Quality Management

• 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), including scoring criteria and calibration sessions
• Conduct regular quality audits and analyse data to identify trends, root causes, and areas for improvement
• Produce quality reports and dashboards for senior leadership, ensuring visibility of performance and risk
• Ensure compliance with regulatory requirements and internal standards

Process Management

• Own and maintain end-to-end process documentation for all helpline operations
• Identify process inefficiencies and lead improvement initiatives using Lean, Six Sigma, or equivalent methodologies
• Design and implement new processes to support business growth and service enhancements
• Manage process change governance, including impact assessments and stakeholder communication
• Ensure process alignment across all global helpline locations

Continuous Improvement & Technology

• Lead a culture of continuous improvement across the helpline function
• Facilitate root cause analysis sessions and implement corrective actions
• Benchmark performance against industry best practices and drive automation and digital transformation opportunities within helpline processes
• Lead the evolution of helpline technology - working with technical process experts across telephony, bots, and email - to ensure the function is AI-ready and optimised for effectiveness and customer experience
• Manage improvement project pipelines and track benefits realisation

Stakeholder Management

• Collaborate with Operations Managers, Team Leaders, and frontline teams to embed quality and process standards
• Partner with Training & Development to address skill gaps identified through quality monitoring
• Liaise with IT and digital teams on system enhancements and tool optimisation
• Work with global counterparts to ensure consistency of standards across regions
• Report to senior leadership on quality performance, risks, and improvement plans

What You\'ll Bring

• 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
• Experience leading or facilitating continuous improvement initiatives
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
• Strong attention to detail and a commitment to high standards
• Openness to working flexibly across time zones to support global teams

Desirable:

• Experience within the insurance, healthcare, or IPMI sector
• Lean Six Sigma certification (Green Belt or above)
• Experience with quality management tools (e.g., Scorebuddy)
• Knowledge of relevant regulatory frameworks (e.g., FCA, Lloyd\'s standards)
• Project management or process improvement qualification (e.g., PRINCE2, PMP, Six Sigma)
• Experience working in a global or multi-site environment
• Familiarity with workforce management and telephony systems
• Familiarity with AI-powered tools, automation platforms, or experience supporting AI-readiness initiatives in an operational environment

What We Offer

• Hybrid working model - combining the flexibility of remote work with collaborative in-office time in Dublin
• Company pension scheme with employer contributions
• Comprehensive health insurance (medical, dental, and vision coverage)
• 25 days annual leave, plus public holidays
• Flexible working arrangements to support work-life balance
• Learning and development opportunities, including access to professional certifications and Allianz internal learning platforms
• Employee wellness programme and Employee Assistance Programme (EAP)
• Life assurance and income protection cover
• Opportunity to work in a truly global role, collaborating with teams across multiple countries and time zones
• A purpose-driven culture where your work directly improves the experience of international customers when they need healthcare support most

Who We Are

Allianz Care is the international health insurance division of Allianz Partners, providing international private medical insurance (IPMI) solutions to individuals, families, and corporate clients in over 180 countries. With a mission to make healthcare accessible wherever our customers are in the world, we combine global reach with local expertise to deliver outstanding service and support. Our Dublin headquarters is home to a diverse, multilingual team of professionals who are united by a shared commitment to customer care and continuous improvement. As part of the wider Allianz Group – one of the world\'s largest insurance and financial services companies, serving over 125 million customers globally – Allianz Care offers the stability of a global leader with the agility and purpose of a specialist health insurer.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let\'s care for tomorrow.

To Recruitment Agencies

We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.