Quality Manager

Allianz Partners

We are looking for a " Quality Manager" for Allianz Partners Turkey. If you want to be a part of a global team and develop your career in this direction, this opportunity is for you!

• Initiating projects for cross-functional teams to investigate and resolve the root cause of problems or fulfill needs of customers.
• Analyzing customer service KPIs and focusing on the progress for figures.
• Scrum Master of Quality Management Squat.
• Using the CX method to prioritize, classify, and execute new project ideas. (NPS, Voice of Customer)
• Monitoring and reporting Customer Experience KPI
• Managing the overall performance and governance
• Preparing and updating the scripts
• Managing the complaints to address critical customer pain points  and resolve that with satisfactory results.
• Driving Operations teams to deliver continuous improvement and productivity/quality gain
• Giving feedback to team managers and customer representatives about development areas
• Controlling the processes according to the determined KPI reports and to make regular reports on the quality measurement results
• Conducting quality assessments according to Quality Score guidelines

• Dynamic leader with experience and passion for managing large and diverse teams in a fast paced environment, able to deal with rapid change and ambiguity
• Excellent communication skills in English
• Strategic thinker with strong analytical and problem-solving skills
• Substantial experience in operations
• People management experience, including managing leaders, and a strong desire to develop team members
• Excited to be part of a global operations team, designing effective business operations
• Knowing the agile working principle, taking an active role in agile projects
• Having a command of design thinking methodology, using it actively in projects
• Min. 6 years of experience in customer experience projects.