Quality Analyst

About the role

As a Quality Analyst you will ensure the quality of customer interactions on the Dutch‑speaking line, analyse complaints and support employee development. Working closely with trainers, team leaders and management you will help improve processes, boost customer satisfaction and drive performance.

Key responsibilities

• Conduct quality checks on calls and case files handled by employees.
• Score, analyze and evaluate customer interactions against established criteria.
• Identify recurring errors, knowledge gaps and propose targeted improvement actions.
• Provide constructive feedback and ensure appropriate follow‑up.
• Analyze incoming complaints and collaborate on solutions.
• Prepare individual quality reports and contribute to improvement plans.
• Participate in calibration sessions to ensure consistency and objectivity.
• Share trends with team leaders and trainers to identify coaching needs.
• Organise coaching sessions and recommend refresher training based on quality data.
• Support peak periods by handling customer calls, including weekend shifts.
• Serve as a role model in communication, discipline and work ethic.
• Promote a culture of accountability, collaboration and transparent feedback.
• Report to the Operations Manager and act as point of contact for quality‑related queries.

Required profile

• Strong analytical skills and attention to detail.
• Excellent written and verbal communication abilities.
• Objectivity and sound evaluation capabilities.
• Organisational skills and effective time management.
• Solution‑oriented and results‑driven mindset.
• Ability to interpret data and translate it into actionable insights.
• Collaborative attitude when working with trainers, coaches and HR.

Required skills

What we offer

• Join Allianz, a global leader in insurance and asset management.
• Opportunities for professional growth within a diverse and inclusive environment.
• Collaborative culture that values accountability and continuous improvement.