Call for Interest - Employee Relations Specialist/Senior Specialist (m/f/d) 1

Job description

Role Purpose

The Trainer / Quality Controller supports the Delivery Excellence function by developing agent capability, ensuring service quality, and driving continuous improvement initiatives. A key focus of the role is to elevate the Voice of Customer (VOC) score, strengthen customer interactions, and enhance overall service outcomes, particularly in insurance products and processes.

Key Responsibilities

• Delivery Excellence & VOC Performance
  • Monitor and analyze VOC data to identify patterns, gaps, and improvement opportunities
  • Support initiatives aimed at improving CSAT, NPS, FCR, and complaint reduction
  • Work closely with Operations and Quality to implement corrective actions based on VOC insights
  • Conduct root‑cause analysis for poor customer experience drivers and propose sustainable solutions
  • Participate in continuous improvement (CI) workshops to align operational performance with Delivery Excellence goals
    
    
• Quality Assurance & Coaching
  • Conduct audits on calls, emails, chats, and back‑office transactions
  • Ensure compliance with customer experience standards, insurance regulations, and internal SOPs
  • Provide structured feedback and coaching to agents and Team Leaders to improve quality and customer empathy
  • Drive calibration sessions to ensure scoring fairness and alignment across evaluators
  • Track quality trends and contribute to monthly DE/QM reporting
    
    
• Training & Learning Development (incl. Insurance Learning)
  • Deliver onboarding training with a strong focus on insurance concepts, customer service excellence, policy knowledge, claims fundamentals, and compliance
  • Develop and maintain training materials related to insurance processes, underwriting basics, claims handling, and customer experience journey understanding
  • Conduct refresher training and upskilling sessions addressing gaps highlighted in VOC and quality reports
  • Evaluate training effectiveness through assessments, simulations, and post-training performance monitoring
  • Collaborate with Subject Matter Experts (SMEs) to ensure training content reflects current insurance products and regulatory requirements
    
    
• Cross-Functional Collaboration
  • Work with Delivery Excellence, Process Owners, and Operations to ensure process optimization
  • Provide DE insights to support transformation, digitalization, and automation opportunities
  • Contribute to building a strong culture of continuous improvement and customer-centricity

Requirements :

• BTS

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.
 
Join us. Let's care for tomorrow.