Quality Associate

Key Responsibilities / What You Do:

• Audit and Evaluation:

  • Conduct regular audits of roadside assistance claims and calls to assess compliance with company policies and procedures.
  • Evaluate agent performance based on predefined quality metrics and provide constructive feedback.

• Quality Assurance:

  • Develop and implement quality assurance strategies and processes to ensure consistent service delivery.
  • Identify areas for improvement and work with training teams to address knowledge gaps.

• Reporting:

  • Prepare detailed reports on audit findings, trends, and areas for improvement.
  • Present findings to management and suggest actionable recommendations.

• Compliance:

  • Ensure all claims and assistance activities comply with regulatory requirements and company standards.
  • Monitor adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Continuous Improvement:

  • Participate in continuous improvement initiatives to enhance service quality.
  • Collaborate with cross-functional teams to implement best practices and process enhancements.

• Customer Satisfaction:

  • Analyze customer feedback and complaints to identify recurring issues and drive improvements.
  • Work towards achieving high customer satisfaction scores through quality assurance activities.

• Analytical Skills:

  • Strong analytical and problem-solving skills to evaluate performance metrics and identify trends.
  • Ability to interpret data and provide actionable insights.

• Communication Skills:

  • Excellent verbal and written communication skills for effective feedback and reporting.
  • Ability to present findings clearly and concisely to various stakeholders.

• Attention to Detail:

  • High level of attention to detail to ensure accuracy in audits and reports.
  • Commitment to maintaining high standards of quality.

• Technical Proficiency:

  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis and reporting.
  • Familiarity with quality assurance tools and software.

• Team Collaboration:

  • Ability to work independently and as part of a team.
  • Strong interpersonal skills to collaborate with cross-functional teams.

• Organizational Skills:

  • Strong organizational and time management skills to handle multiple tasks and meet deadlines.
  • Ability to prioritize tasks effectively.

• Education:

  • Bachelors degree in Business Administration, Quality Management, or a related field.

• Experience:

  • Minimum of 3 years of experience in quality assurance, preferably within the insurance or roadside assistance industry.
  • Proven experience in auditing and evaluating customer service interactions.

• Attributes:

  • High level of integrity and ethical standards.
  • Commitment to continuous improvement and excellence.

• Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
  We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

54838 | Customer Services & Claims | Entry Level | 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, grow, and shape a better future for our customers.
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.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.
Join us. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz's company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities, and geographies. Therefore, the company encourages its employees to be motivated to gain varied skills from different positions and to collect experiences from across Allianz Group.

Locations - Gurgaon, IN