Quality Expert

TN Italy; Milano; In loco; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

Ein etabliertes Unternehmen sucht einen Quality Expert, der die Qualitätssicherung und Schulung in einem dynamischen Umfeld leitet. In dieser Rolle sind Sie verantwortlich für die Bewertung von Agenten, das Geben von konstruktivem Feedback und die Förderung kontinuierlicher Verbesserungsinitiativen. Mit einem starken Fokus auf Kundenzufriedenheit und Prozessoptimierung tragen Sie dazu bei, die Qualität der Kundeninteraktionen zu verbessern und die Betriebsstandards einzuhalten. Wenn Sie eine Leidenschaft für Qualität und Schulung haben und in einem unterstützenden Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Competenze

• Mindestens 3 Jahre Erfahrung im Call Center oder in der Schadensbearbeitung.
• Starke Kenntnisse in Qualitätssicherung und Schulungsumgebungen.

Mansioni

• Überprüfung von Kommunikationsprozessen zur Einhaltung von Standards.
• Feedback und Schulung für Mitarbeiter in Kundeninteraktionen.

Conoscenze

Qualitätsmanagement

Schulung und Coaching

Kundeninteraktion

Analytisches Denken

Interpersonelle Fähigkeiten

Descrizione del lavoro

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The Quality Expert is part of our Quality Team and reports directly to the local Quality Lead.

The role involves performing quality scoring, building analytics, driving training, and providing concrete feedback to operations teams to enhance service quality and processes across the Line of Business (LOB).

This position executes the quality management strategy, oversees quality assurance processes, and promotes continuous improvement initiatives. The focus is on quality criteria grids, utilizing call shadowing and analytics solutions. The Quality Expert is responsible for scoring agents, providing feedback, coaching, and training recommendations to operations teams. The goal of the Quality Management approach is to improve customer interactions, maintain operational quality standards, meet regulatory requirements, and foster a culture of quality organization-wide.

Key Responsibilities

• Review associate communications to ensure compliance with client, department, partner, and Allianz standards during customer interactions.
• Provide feedback, coaching, and training for calls, emails, chats, and cases directly to associates and their Team Leaders, in an engaging and encouraging manner.
• Collaborate with Team Leaders and Supervisors to address trends or behaviors requiring immediate attention.
• Work with Senior Quality Specialists to review department trends, identify opportunities, and recognize successes.

Key Requirements / What You Bring

• Minimum of 3 years’ experience in call center or claims operations.
• Strong knowledge of quality assurance and training environments.
• Focus on customer satisfaction and process efficiency, with experience re-contacting dissatisfied customers to understand pain points.
• Excellent interpersonal skills and ability to give constructive feedback.
• Fluency in Italian and English is required.
• Availability to work at the Casarano Site (Apulia) is mandatory, with potential presence requirements at the location.

Job ID: 66418 | Department: Underwriting | Level: Professional | Type: Non-Executive | Company: Allianz Partners | Employment Type: Full-Time, Permanent

About Allianz: Allianz Group is one of the world's most trusted insurance and asset management companies. We prioritize caring for our employees' ambitions and challenges, fostering an environment of empowerment and growth. We are committed to diversity and inclusion, welcoming applications from all backgrounds, regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. Join us and help shape a better future for our customers and the world around us.