Job Specifications
The Quality & Learning Manager is responsible for developing, implementing, and optimizing quality assurance programs and learning strategies within operations.
This role ensures that customer interactions meet the highest standards of accuracy, professionalism, and compliance while driving continuous performance improvement through effective training, coaching, and knowledge management.
The manager will lead a team of quality analysts and trainers, collaborate closely with Operations, and champion a culture of learning, service excellence, and operational consistency.
Key Responsibilities
Quality Management
Design, implement, and maintain the contact center Quality Assurance (QA) framework, ensuring alignment with organizational goals and customer expectations.
Oversee the calibration process to ensure consistency and fairness across evaluators and sites.
Monitor customer interaction insights, quality trends, and agent performance metrics to identify gaps, risks, and improvement opportunities.
Lead root-cause analysis initiatives and drive action plans with Operations to enhance customer experience and agent accuracy.
Ensure compliance with regulatory requirements, internal policies, and quality standards.
Learning & Development
Develop and manage training programs, including onboarding, upskilling, cross-skilling, soft skills, product knowledge, and systems training.
Apply effective adult learning principles, training methodologies, and digital learning tools to maximize engagement and retention.
Oversee the continuous updating of training materials and knowledge base content.
Evaluate training effectiveness through assessments, performance analysis, and post-training monitoring.
Provide coaching and mentorship to the training team to ensure high delivery standards.
Leadership & Stakeholder Collaboration
Lead, motivate, and develop a team of Quality Analysts, Trainers, and Learning Specialists.
Collaborate with Operations, Workforce Management, HR, and Product/Policy teams to align quality and learning initiatives with business requirements.
Present reports, insights, and recommendations to senior leadership to support strategic decision-making.
Drive a culture of continuous improvement, innovation, and customer-centricity across the organization.
Required Qualifications & Skills
Bilingual proficiency in English and French (spoken and written) — required to support multilingual operations and facilitate training across regions.
Minimum of 5 years of experience in quality management and learning within Customer service environment
Strong expertise in training methodologies, quality frameworks, and performance improvement initiatives, including adult learning principles, coaching techniques, QA calibration, and root-cause analysis.
Proven ability to interpret data, identify trends, and translate insights into actionable improvements.
Excellent communication, facilitation, and presentation skills.
Ability to manage multiple projects, meet deadlines, and work effectively under pressure.
Strong leadership capability with experience managing cross-functional teams.
Proficiency in learning management systems (LMS), quality monitoring tools, and contact center platforms.
About the Company
Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our strong global footprint, with more than 8000 employees located across ten countries and four continents, enables us to unlock the full potential towards driving superior client experience within Allianz Group. At Allianz Services, we have a strong specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people are what matter most, ro...
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