Training & Quality Manager

About the role

The Training and Quality Manager will lead the development and execution of quality management and training initiatives for the Morocco hub, ensuring alignment with Allianz Group standards across sales, service, helpdesk and claims operations.

Key responsibilities

• Define, implement and evolve the travel quality strategy, aligning with Allianz Group guidelines and providing strategic direction to operational teams and senior management.
• Plan, implement and monitor end‑to‑end quality assurance processes, collaborating with Operations, Compliance, Training and Business Units.
• Lead the monthly Travel Operations Quality Circle, presenting performance results, trend analysis and tracking corrective actions.
• Analyse quality data, produce senior‑leadership reports and integrate feedback into continuous improvement initiatives.
• Maintain comprehensive documentation and governance of quality processes, evaluation frameworks and calibration records.
• Integrate customer voice (VOC) feedback into quality improvement and champion a customer‑first mindset.
• Build, lead and develop a high‑performing team of quality and training professionals, setting objectives, providing coaching and driving engagement survey scores.
• Lead the implementation of QA automation tools and technologies within the Morocco hub.

Required profile

• Proven experience in quality management, training or similar functions within a multi‑national environment.
• Strong analytical skills with the ability to interpret performance trends and drive improvement actions.
• Excellent communication and stakeholder management skills, capable of influencing senior leadership.
• Leadership experience in building and developing high‑performing teams.
• Customer‑focused mindset with a commitment to continuous improvement.

Required skills