Quality Expert, Allianz

Quality Expert

Allianz

Location:
Italy, Milano

Category:
Insurance

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Quality Expert is placed within our Quality Team and is directly reporting to the local Quality Lead. Quality expert is responsible to perform quality scoring, build analytics, drive training and deliver concrete feedback to the operations teams with the objective to enhance the quality of services and processes across Lob. This position involves executing the quality management strategy, overseeing quality assurance processes and fostering continuous improvement initiatives. Focus on quality criteria grids by leveraging calls shadowing and analytics solutions, the quality expert is responsible of the scoring process of our agents and the feedback, coaching and training recommendation with our operations teams. Quality Management approach is to improve the customer interaction and ultimately to maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization.

Job Responsibility:

Review associate communication to ensure that client, department, partner, and Allianz standards are met throughout interactions with our customers
Deliver appropriate feedback, coaching and training for calls, emails, chats, and cases monitored directly to the associate, as well as their Team Leader. Deliver this feedback in a direct, engaging, and encouraging manner
Partner with Team Leaders and/or Supervisors to address trends or behaviors that require immediate attention
Partner with Senior Quality Specialists to review department trends, opportunities, and successes

Requirements:

3+ years’ experience in call center or claims activity
Strong knowledge in quality and training environment
Strong customer satisfaction and process efficiency focus, with experience in recontacting dissatisfied customers in order to understand pain points in assistance
Ability to interact easily with others and capacity to give feedback
Italian and English fluency required
Availability in Casarano Site (Apulia) is mandatory requirement, with a possible fixed presence in Casarano location

Additional Information:

Job Posted:
May 03, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.