Quality Team Lead, North America – Coach & Improve Quality

Allianz Commercial; Virginia (MN); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Career development

Job summary

Allianz Commercial in the United States seeks a Quality Team Leader to guide a team of Quality Specialists within Transversal Claims Operations. You will coach staff, monitor performance, analyze quality data, and drive improvements to ensure fair, compliant handling of customer interactions.

You will collaborate with Claims, Compliance, Legal, and Customer Experience teams, manage escalations, oversee QA checks, and uphold regulatory and company standards.

Qualifications

• Associate's degree or equivalent combination of education and experience.
• 3+ years of experience in quality assurance, complaints handling, claims, or related field.
• Leadership or team-leading experience preferred.
• Strong understanding of QA, complaint resolution and regulatory requirements.
• Excellent problem-solving and communication abilities.

Responsibilities

• Lead, coach, and develop a team of Quality Specialists.
• Analyze quality, complaint, and performance data to identify improvement opportunities.
• 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.
• Oversee quality checks and assurance for accuracy and standards.
• Ensure regulatory compliance in quality checks and complaint handling.
• Collaborate with Claims, Compliance, Legal, and Customer Experience teams to improve outcomes.
• Engage customers and partners to resolve concerns and strengthen relationships.
• Operate in a data-driven environment with AI/ML and cloud-based tools.

Skills

Analytical skills

Communication skills

Coaching & development

Multi-tasking

Problem-solving

Education

Associate's degree or equivalent

Tools

Microsoft Office

Operational reporting tools

Job description

Allianz Commercial in the United States seeks a Quality Team Leader to guide a team of Quality Specialists within Transversal Claims Operations. You will coach staff, monitor performance, analyze quality data, and drive improvements to ensure fair, compliant handling of customer interactions.

You will collaborate with Claims, Compliance, Legal, and Customer Experience teams, manage escalations, oversee QA checks, and uphold regulatory and company standards.