Quality Team Lead: Elevate Standards & Customer Outcomes

Allianz Partners; Lakeland (FL); On-site; USD 51,930 - 76,131; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plans

Paid time off

Performance-based bonuses and merit

Job summary

Allianz Partners is seeking a motivated Quality Team Leader to guide a team of Quality Specialists within Transversal Claims Operations. You will coach, develop and manage escalations while driving continuous improvement to deliver excellent customer outcomes.

You will analyze quality, complaint data and performance metrics, partnering with cross-functional teams to resolve issues and ensure compliance with standards and regulations.

Qualifications

• Associate's degree or equivalent combination of education and experience.
• 3+ years of experience in quality assurance, complaints handling, or related fields.
• Leadership, supervisory, or team lead experience preferred.
• Strong understanding of quality assurance, complaint resolution, and regulatory requirements.
• Proven coaching and employee development skills.
• Excellent problem solving, decision making and conflict resolution abilities.
• Strong analytical and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of Quality Specialists.
• Analyze quality, complaint and performance data to identify opportunities for improvement.
• Support process improvements and change management activities.
• Conduct performance reviews and coaching sessions.
• Monitor productivity, quality and service levels to meet goals.
• Manage workload distribution and support operational efficiency.
• Serve as escalation point for complex customer escalations and complaints.
• Oversee quality checks and assurance for accuracy and adherence to standards.
• Ensure regulatory and company standards are met in handling quality and complaints.
• Collaborate with Claims, Compliance, Legal and Customer Experience teams to resolve issues.

Skills

Quality Assurance

Coaching & Leadership

Data Analysis

Communication

Multitasking

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

Allianz Partners is seeking a motivated Quality Team Leader to guide a team of Quality Specialists within Transversal Claims Operations. You will coach, develop and manage escalations while driving continuous improvement to deliver excellent customer outcomes.

You will analyze quality, complaint data and performance metrics, partnering with cross-functional teams to resolve issues and ensure compliance with standards and regulations.