Allianz plc Quality Unit Leader
We are proud to be one of the most trusted insurance and asset management companies, with a diverse workforce that reflects the world itself. As an employer, we care for our employees' individual needs and aspirations, offering flexibility and support to excel in their roles.
Job Summary
This role involves leading and performance coaching a team of contact centre representatives who deliver exceptional sales and service experiences for customers. The successful candidate will manage team performance metrics, provide valuable feedback, and partner with HR and Talent to recruit, develop, and retain team members.
Key Responsibilities:
* Manage and monitor team performance metrics, including talk time, sales retention, and QA targets.
* Effectively lead your team, maintaining agreed customer service levels and managing performance through coaching.
* Provide valuable and regular feedback to your team through performance management.
* Partner with HR and Talent to recruit, develop, and retain team members.
* Drive performance and achievement of customer metrics, including customer NPS.
* Manage the on-boarding process for new staff and monitor compliance with CPD requirements.
* Act as an escalation point for the team on technical queries and customer issues.
* Manage complaints and support staff in the resolution of complaints.
* Provide support to the Direct Operations Manager and deputise for them when required.
* Evaluate consistency of quality in standards provided by the team regarding quotations, business processing, and other customer service aspects.
Requirements:
* At least 3 years' experience in Personal Lines in an Insurance Company.
* Prior experience in people management or coaching for performance.
* Recognised Insurance Qualification or Grandfather Status applicable to Personal Lines.
Benefits:
* Work From Home Option
* Meal Allowance/Canteen
* Paid Holidays
* Parking
* Pension Fund
* Hybrid Working
* Laptop/WFH Equipment
* Healthcare
Estimated Salary: €60,000 - €80,000 per annum.