We're on the hunt for a Quality & Training Lead in Southeast Asia to elevate service excellence, with a major focus on Thailand, where the majority of our team is based, and ongoing support for operations in Indonesia, Malaysia, and Vietnam. You'll lead local quality and training teams, collaborating with regional colleagues to ensure our contact centers, assistance, and claims functions are top-notch. If you're skilled in customer experience, VoC, NPS, and transaction quality, you'll play a crucial role in maintaining high service standards across various lines of business and countries. You'll work with cross-functional teams to uphold quality standards, meet regulatory requirements, and foster a culture of quality in the regionAllianz Partners is a global leader in travel, health, and car insurance services for individuals and businesses. We're committed to delivering exceptional customer experiences and simplifying insurance solutions. Our culture emphasizes collaboration, trust, and inclusivity, offering everyone the chance to grow and make a real impact. Join us and help redefine the insurance experience, making a difference for our customers worldwide.Key Responsibilities:
Implement quality management strategies to enhance service standards across various LoBs and countries.
Monitor customer satisfaction (VoC/NPS) and lead improvement initiatives to elevate the customer experience.
Conduct quality audits and work with teams to resolve issues, ensuring transaction quality.
Manage complaints handling and ensure timely resolution to maintain service excellence.
Track leakage management, implement controls, and drive corrective actions for continual improvement.
Develop training programs to improve understanding of quality standards and customer experience.
Establish and lead quality committees to monitor key performance indicators (KPIs) across regions.
Drive continuous improvement through data analysis and process optimization.
Ensure compliance with local regulations and industry best practices.
Foster a high-performance culture, leading a team to deliver excellence in customer experience and service quality.
What You Bring:
10+ years of experience focusing on services quality, customer experience, and service excellence.
Strong background in quality management, process improvement, and transaction quality.
Experience working with regional teams and cross-functional collaboration to enhance customer satisfaction.
Ability to manage customer experience, complaints, and risk assessment across multiple LoBs and countries.
Experience with root cause analysis and training and development.
Fluent in English and Thai; additional languages are a plus.
Strong communication, leadership, and stakeholder management skills.
Ability to multitask and work remotely in an international environment.
Six Sigma certification or experience with Six Sigma methodologies is considered a valuable asset.
What Success Looks Like:
Achieve significant enhancements in customer satisfaction metrics (VoC/NPS) through strategic initiatives, resulting in elevated customer experiences and reduced complaints.
Develop and implement comprehensive training programs that effectively increase understanding of quality standards and customer experience, contributing to a knowledgeable and skilled workforce.
Establish efficient processes for handling complaints, ensuring timely resolution and maintaining high levels of service excellence.
What we offer: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 key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balanceIf you’re excited but unsure if you meet every requirement, apply anyway—we’d love to hear from you.68816 | Operations | Professional | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | PermanentAllianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.Let's care for tomorrow.
