Quality Analyst

About the role

The Quality Analyst ensures the highest standards of customer interactions on the Dutch‑speaking line. Working closely with Trainers, Team Leaders and Management, you will analyse calls, identify improvement areas and support employee development to boost satisfaction and performance.

Key responsibilities

• Conduct quality checks on calls and case files, scoring and evaluating them against established criteria.
• Identify recurring errors, knowledge gaps and propose targeted improvement actions.
• Provide constructive feedback, prepare individual quality reports and support follow‑up actions.
• Analyse incoming complaints, collaborate on solutions and contribute to improvement plans.
• Participate in calibration sessions to ensure consistent and objective evaluations.
• Share insights with Trainers and Team Leaders, organise coaching sessions and recommend refresher training.
• Support peak periods by handling customer calls, including weekend shifts.
• Promote a culture of accountability, collaboration and transparent communication within the team.

Required profile

• Strong analytical mindset with keen attention to detail.
• Excellent written and verbal communication skills.
• Objectivity and sound evaluation abilities.
• Effective organisational and time‑management skills.
• Solution‑oriented, results‑driven attitude.

Required skills

What we offer

• Join Allianz, a globally trusted insurance and asset‑management leader.
• A diverse and inclusive work environment that supports personal and professional growth.
• Opportunities to shape processes, enhance customer experience and develop your career.