Mgcc - Quality Agent - Uk Team
Il y a 6 mois
Allianz Partners is the world leader in travel insurance, roadside assistance and personal services, every day is a new opportunity to make a difference. We are proud of our 17,000 employees spread across 6 continents in 34 countries and speaking 40 languages. For as many different scenarios as there are people, we’re here to help our customers out of difficult situations, throughout the world, around the corner, or even in their home. By caring about people, Allianz Partners fosters a culture where its employees are empowered to collaborate, push the boundaries and challenge the industry.
**Objective of the role**
To continuously monitor, measure and record the quality of operational calls and files, providing feedback as required.
To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience.
A role model within the operations arena, by setting the standards expected and promoting delivery of outstanding experiences to customers in line with our expectations and our Business Partners contractual agreements.
This position is
**based In the Medical Global Competence Center (MGCC) - (Brussel - Allianz Tower)** and is a
**full time** function.
No shifts but the hours may vary in line with business needs.
**Main Responsibilities**
- Call Monitoring and File Reviews_
Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service.
- Be responsible for retrospective/remote call and file auditing ;
- Conduct ‘end-to-end’ file assessments to ensure we are focused on all customer outcomes ;
- Record written findings to facilitate team manager/agent feedback meetings and provide narrative behind trends ;
- Provide QA data upon request ;
- Measure compliance with regulatory requirements ;
- Follow records management processes.
- Communication_
Ensure there is effective two-way written and verbal communication with all parties.
Ensure that all information, relevant to audit findings is effectively captured, and where appropriate communicated to the individual or management team.
- Facilitate a Customer Centric, Quality Driven Culture_
To highlight and manage positive and negative performance issues at both individual and team level.
- Raise individual performance concerns with the team manager ;
- Identify gaps/poor trends in performance related to specific client needs and ensure information is shared with appropriate parties ;
- To take part and contribute to QA calibration meetings ;
- Create/Manage and maintain Quality Management Information spreadsheets and other documents e.g. call guides that drive Quality.
**What competences and skills are we looking for?**
- You will work for our UK clients and partners so you must be **fluent in English** and able to understand the different accents. Other languages are always an asset ;
- You understand and live ‘client centricity’ and you can give constructive feedback in that regard to your colleagues to always achieve that service level ;
- You are flexible, collaborative, proactive and a real problem solver ;
- You cultivate innovation and you have strong pedagogical skills.
**What do we offer?**
- An experienced team in a dynamic company, active in Belgium with the power of an international group ;
- A permanent full time contract ;
- On-site and homeworking (based on Allianz framework) ;
- A development plan and a coherent salary package supplemented by transport allowance, meal vouchers, multiple extra legal benefits such as group and hospitalization insurance, reductions with our partners ;
- Training on the job and an adapted training plan.
**If you feel like “yes, this is me” **
35744 | Customer Services & Claims | 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 diverse and inclusive workforce and are proud to be an equal opportunity employer. We 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.
**Join us. Let's care for tomorrow.**
**Job Level**:
Professional
**Location**:
- Brussels, BE, 1210**Area of Expertise**:
Customer Services & Claims
**Unit**:
Allianz Partners
**Employing Entity**:
Allianz Wordwide Partners
**Job Type**:
Full-Time
**Remote Job**:
Hybrid working
**Employment Type**:
Permanent
**ID**:
35744
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