Quality Lead Benelux
il y a 2 semaines
**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.
***
The **Quality Lead Benelux **(5 to 10 people to lead) is placed within the regional/local quality organization and reports to the Regional Quality & Training Lead in Operations.
The role is responsible for ensuring and enhancing the quality of services of the operation in the Benelux covering processes as Quality, Customer satisfaction, complaints and leakage.
This position involves developing and implementing quality management strategies, overseeing quality assurance processes and fostering continuous improvement initiatives.
The Quality Lead Benelux represents the Benelux operations and collaborates with the central quality team and cross-functional teams to establish and maintain Operations quality standards, meet regulatory requirements and drive a culture of quality throughout the organization.
This role is essential in delivering high-quality outcomes, maintaining a high level of customer satisfaction in the region and drive the quality drivers awareness within the organization.
**DUTIES AND RESPONSIBILITIES**
**What are you involved in ?**
**QUALITY**Quality Strategy**:participate to the development and implement in the Benelux the quality management strategy;**Quality Standards**: Establish and maintain high-quality standards and ensure they align with industry best practices, group standards and local regulatory requirements and meet customer expectations;**Quality Audits**: Conduct regular audits to assess adherence to quality standards and identify areas for improvement. Agree and built corrective actions plans with various departments;**Quality certification**: Implement and drive ISO and/or other certifications at the local level;**Quality Assurance**: Planning, implementation and monitoring of quality assurance processes to ensure compliance with standards and regulations in collaboration with other departments;**Quality Metrics**: Establish and monitor key performance indicators (KPIs) related to quality, providing regular reports to the leadership of Allianz Partners;**Documentation**: Ensure proper documentation of quality processes, procedures and outcomes and in consequence facilitate transparency and accountability throughout the organization.
**COMPLAINTS**Complaints management**: roll-out and maintain a sustainable complaints management process enabling proper tracking and identification of improvement actions. Deliver contractual reporting for quality functions and ensure internal reportings and analysis are shared with internal stakeholders. Support the decision and the implementation of a Complaints management system;**Complaints handling**: receive, manage, and resolve complaints raised by customers, partners including opening an official complaints, acknowledging them, investigating the issues raised, taking necessary actions to address the concerns, and providing a resolution or explanation to the complainant.
**CUSTOMER**Customer Satisfaction**:follow the VOC / NPS score focusing on enhancing customer satisfaction by delivering high-quality services and addressing quality concerns promptly and effectively, coordinate the launch of VOC within the region (new LoB, models, B-partner)**;**Customer Feedback**: Analyze customer feedback and complaints to identify opportunities for improvement and address quality issues. Integrate Feedback into quality committee process;**B-Partner quality committee**: implement and lead the necessary B-Partners quality committee to follow the performance of quality indicators and implement action plans.
**LEAKAGE**Leakage** **management**: Establish OFC and CFR control measures. Track the leakage rate and savings within the region and implement the appropriate actions. Collaborate with various departments;**Risk Management**: Identify and reduce potential quality risks by initiating measures to prevent defects and errors within the processes of Allianz Partners.
**WHAT DO WE EXPECT ?**Continuous improvement**: Drive initiatives for continuous improvement in services and processes, reduction of leakage and customer satisfaction through data-driven analysis and feedback mechanisms. Roll out and develop monthly quality committee meetings providing feedback loop to operations, sales, compliance and senior management within region. Ensure corrective actions are delivered and non-compliance issues are resolved on time**;**Cross-Functional Collabor
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