Job Description

Job details / role purpose

• Conducting RCA on the client escalation and lower VOC ratings.

• Connecting with customer for understanding concern and pacifying

• End to end closure of escalation /VOC.

• Coordinating with RSA Network/ Operation/BD team

• Coaching agents on areas of improvements

• Drive process improvement initiatives

Key responsibilities

• Conducting Root cause analysis on RSA client Escalations/VOC via recorded and live monitoring (Calls & email audits), system checks and connecting with customer.

• Coordinating with RSA Network/ Operation/BD team for details and actionable

• Provides continuous feedback on opportunity areas to various departments and tracks Improvement.

• Analyzes performance trend from audit data and shares valuable insights

• Provide coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.

• Ability to handle multiple tasks at a time.

• Responsible for timely closure of End-to-end escalation responses.

• Works on a variety of assigned special projects & reports.

• Ability to plan & prioritize work.

• Must be effective and efficient working in a team environment.

• Prepare dashboards and reports.

• Adherence to company policies

• Work from office Profile sought and key requirements

• Experience of 3+ years in a Quality Assurance environment in a BPO and overall, 4 + years of experience. Demonstrated ability in achieving targets.

• Good knowledge of MS word, excel and power point.

• Ability to manage changing priorities, meet deadlines and adapt to a changing business environment

• Excellent communication skills both written and verbal

• Good problem solving & decision making skills

• Must be self-motivated, detail oriented

• Experience in handling customer escalations

• Preferable experience in BPO OEM processes.

• Graduate

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let\'s care for tomorrow.

Allianz