Quality Assurance Manager

6 months ago

Brisbane, Australia Allianz Australia Full time

**Quality Assurance Manager | Consumer | Brisbane or Adelaide location**

At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.

We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

We have an incredible opportunity for a Quality & Assurance Manager take charge of developing, managing, and overseeing the Quality Assurance Framework. This is to guarantee alignment with AAL obligations and enhance customer satisfaction through effective monitoring.

**You'll be responsible for**
- Develop and implement a Quality Assurance strategy within the Consumer division, integrating QA practices to oversee Allianz's compliance obligations and processes. Concurrently, drive initiatives for continuous improvement to elevate the overall customer experience.
- Establish and execute proactive corrective and preventive processes to address the risk of non-compliance, ensuring a vigilant approach to risk mitigation.
- Create and integrate processes geared towards identifying systemic issues, cultivating a culture of continuous improvement within the organization.
- Provide guidance to stakeholders based on improvement areas identified during audits and other Quality Assurance activities, facilitating ongoing enhancements.
- Ensure comprehensive communication and education for both management and employees regarding our Quality Program, promoting awareness and compliance. This approach streamlines the efficient management of Quality Assurance activities and encourages feedback.
- Conduct audits to assess compliance and quality across Centre operations, involving stakeholders in the preparation, outcomes, and subsequent follow-up of recommendations and remediation plans.
- Offer support in implementing, developing, and sustaining a voice analytics program to enhance overall quality monitoring efforts.
- Lead and mentor team members to encourage continuous capability development, establish high-performing, collaborative, and engaged teams.

**About you**
- Demonstrated experience in Quality Assurance within either banking/financial services or insurance.
- Experience in managing and coaching/mentoring a high performance team
- Demonstrated analytical and critical thinking prowess, enabling the interpretation of diverse data sets, identification of trends, and provision of effective solutions.
- Proven experience in utilizing voice analytics.
- Exceptional knowledge of technology, systems, processes, and contact center operations.
- Proficiency in interpreting and analyzing intricate information, extracting meaningful insights, and evaluating options for informed decision-making.
- Exceptional Excel skills is required

**What's on offer**
- Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program
- own a piece of your employer.

**About Allianz**

At Allianz, we care about everything that makes you, you. We believe in equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientation, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work. We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

**Adjustments and support**

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to for a confidential conversation.

LI-ALLIANZAU #LI-Remote

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