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Continuous Improvement Specialist
2 months ago
We are seeking a highly motivated and detail-oriented Continuous Improvement Specialist to join our Commercial team at Allianz Popular SL. As a key member of our team, you will be responsible for monitoring and conducting activities to ensure the consistent implementation of and compliance to customer quality and service expectations, in accordance with regulator expectations and internal policies.
Key Responsibilities- Quality Assurance: Observe, evaluate, and analyze call quality with customers, partners, and internal stakeholders to ensure compliance with quality standards.
- Email and Chat Channel Evaluation: Evaluate emails and chat channels to support customer & partner touch points and ensure alignment with quality and service expectations.
- Collaboration and Communication: Collaborate with frontline teams & account managers to support action to achieve compliance and service goals, and excellence with every interaction.
- Policy Development and Implementation: Create effective communication while building and sustaining collaborative relationships with stakeholders, and draft, revise, implement, promote, and improve monitoring and compliance policies and practices regarding insurance and compliance codes of practice & legislation.
- Risk-Aware Culture: Promote a strong risk-aware culture through aligning and meeting the organisational risk appetite statement to support the business and inform decision making to achieve business objectives.
- Operational Experience: Demonstrated operational experience in similar roles such as claims/QA with a passion for continuous improvement within insurance or financial services is highly preferred.
- Analytical Skills: Ability to interpret and analyze complex information, extract meaningful insights, and evaluate options for decision making.
- Attention to Detail: Pays high attention to detail by completing tasks with thoroughness and accuracy and has the ability to quickly identify errors or inconsistencies within information.
- Collaboration and Communication: Demonstrated ability to partner and collaborate effectively with stakeholders to establish strong professional relationships.
- Planning and Prioritization: Ability to plan and prioritize effectively, organise tasks and manage competing resources and demands.
- Communication Skills: Excellent verbal and written communication skills, capable of communicating with clarity, impact, and influence.
- Supportive Work Environment: Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
- Work-Life Balance: A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- Flexible Working: An employer that is committed to supporting your work/life balance and is always open to conversations about flexible working.
- Professional Development: Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- Employee Benefits: Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Financial Wellness: Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- Employee Share Purchase Program: The opportunity to take part in our Employee Share Purchase Program - own a piece of your employer.
