Quality Analyst Specialist M F D

Job description

About the Role The Quality Analyst is responsible for evaluating customer voice interactions to ensure compliance with quality standards, regulatory requirements, and customer service expectations. Through call monitoring, analysis, and feedback, the role supports operational performance, drives continuous improvement, and helps deliver an excellent customer experience. Key Responsibilities Monitor and evaluate customer calls against defined quality, compliance, and customer experience standards. Complete quality assessments accurately and within agreed timelines. Identify performance trends, recurring issues, and opportunities for improvement. Provide clear, constructive feedback and recommendations to Team Leaders, Trainers, and operational stakeholders. Produce quality reports and communicate key findings, trends, and insights. Participate in calibration sessions to ensure scoring consistency and alignment across stakeholders. Support root cause analysis and corrective action plans to address quality gaps. Contribute to the continuous improvement of quality frameworks, scorecards, and monitoring processes. Support internal and external audits as required. Build strong partnerships with Operations, Training, and Leadership teams to drive quality performance. Lead the monthly Quality Circle with senior management, presenting key quality insights, performance trends, risks, and improvement opportunities, while ensuring agreed actions are tracked, followed through, and closed within agreed timelines. What You Bring Previous experience in Quality Assurance, Customer Service, or a similar role Ideally experience evaluating customer interactions against quality standards. Fluent English (written and spoken) is essential. Fluency in French; German language skills are highly desirable Strong listening skills with the ability to assess customer interactions objectively and consistently. Excellent analytical skills and the ability to identify trends, root causes, and improvement opportunities. Strong communication and interpersonal skills, with confidence providing feedback to operational stakeholders. Ability to work independently in an international environment. High attention to detail and strong organizational skills. Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. Comfortable working with AI-enabled tools to create quality reports, trend analyses and management presentations. Interest in leveraging new technologies to drive continuous improvement and operational excellence. Adaptability to digital technologies and data-driven ways of working, including exposure to AI, machine learning, data analytics, and cloud-based tools, while adhering to data governance, security, and ethical standards. Success Measures Consistent and accurate delivery of quality evaluations. Timely and meaningful quality reporting and insights. Strong calibration alignment and scoring consistency. Positive impact on operational quality, customer experience, and compliance performance. Effective support of continuous improvement initiatives. [please translate into your local language] 107685 | Underwriting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 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.