Customer Care Quality Assurance Officer

Overview

The main duty of a Customer Care Quality Assurance Officer is to evaluate customer interactions from multiple sources and channels, providing quality scores and proper feedbacks to agents. The incumbent is also responsible to perform investigation and evaluation for specific calls within predetermined time scales and are dealt with the highest standards of customer service. The CCU - QA will also collaborate to improve procedures, instructions, trainings and correlated activities regarding continuous quality improvement process.

The CCU - QA will correspond with Care Centre Management accordingly and comply to always provide a customer-oriented service.

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management.
• Uses Quality Management tool to compile and track performance at individual level.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for all types of team or line of business
• Provides feedback to Care Centre agent on what to maintain and improve based on the quality standards.
• Prepares and analyzes internal and external quality reports for management staff review.
• Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
• Perform other duties as assigned.

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

• Bachelors Degree ;
  Medical background is mandatory
• 2+ years experience in a middle management position in a Call Centre / Customer Care environment
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.

Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands:
Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions.

Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.

Great to have you on board. Let s care for tomorrow.