Quality Analyst

il y a 15 heures

Prefecture of Casablanca CasablancaSettat, Maroc Allianz Services Temps plein 20 000  - 25 000  par an

As a Quality Analyst (QA), you play a central role in ensuring the quality of customer interactions, analyzing complaints, and supporting employee development. By working closely with Trainers, Team Leaders, and Management, you help strengthen processes, enhance customer satisfaction, and improve individual performance. This role requires a balance of analytical insight and strong communication skills, with a proactive contribution to continuous improvement.

Key Responsibilities

Quality Control & Complaint Analysis

  • Conduct quality checks on calls and case files handled by employees on the Dutch-speaking line.
  • Score, analyze, and evaluate customer interactions against established criteria.
  • Identify recurring errors, behavioral or knowledge gaps, and propose targeted improvement actions.
  • Provide feedback in a constructive manner and ensure appropriate follow-up.
  • Analyze incoming complaints and collaborate on solutions.
  • Prepare individual quality reports for employees and contribute to improvement plans.
  • Participate in calibration sessions to ensure consistency and objectivity in evaluations.
  • Collaborate with Team Leaders and Trainers to share trends, identify coaching needs, and achieve quality objectives.

Training & Support

  • Share insights with Trainers and Team Leaders to support the Knowledge Team.
  • Contribute to maintaining up-to-date quality standards, manuals, and guidelines.
  • Organize coaching sessions to support the translation of feedback into behavioral change.
  • Recommend refresher or additional training based on quality data and analysis.

Operational Support

  • Support during peak periods by handling customer calls, including weekend shifts.
  • Resume quality control and feedback tasks once sufficient staffing is in place

Leadership & Collaboration

  • Serve as a role model within the team in communication, discipline, and work ethic.
  • Promote a culture of accountability, collaboration, and transparency.
  • Encourage an open feedback culture where employees feel safe to share ideas and concerns.

Reporting & Stakeholders

  • Reports to: Operations Manager.
  • Works closely with: Trainers, Quality Analysts, Coaches, and HR.
  • Serves as a point of contact for quality-related questions, coaching efforts, and feedback analysis.

Skills & Competencies

  • Strong analytical skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Objectivity and sound evaluation abilities.
  • Organizational skills and effective time management.
  • Solution-oriented and results-driven mindset.
  • Ability to interpret data and translate it into actionable insights.

Why Join Allianz?

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.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

Great to have you on board. Let's care for tomorrow.

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