上海招聘

Position Accountabilities:
Quality
1. QTM will manage a team in charge of performing all related quality actions: complaint management, customer surveys, incentive plans, service audits, praise management, procedure accuracy controls and others
2. Will be the central contact point for all operations related complaints managing investigations and providing immediate feedbacks to internal and external stakeholders
3. Will use quality management data to provide visibility to Senior Management on trends and concerns, facilitating strategic planning and investments decisions
4. Must prepare and define training actions using data obtained from quality management process
5. Organize & lead quality meetings and councils focused on sharing relevant information within the organization with view in raising company awareness on quality topics
6. In charge of ISO 9001:2008 certificate request internal & external audit

Training
1. Prepare, organize, co-ordinate a team in charge of delivering trainings to new and existing operational staff, in order to ensure high operational performance.
2. QTM will have to prepare and validate training schedules, training programs and materials,will keep list of training records per staff, will organize and follow the technical trainings delivered by Technical Advisor, and identify all operational needs, in order to suggest new actions. Will also liaise with our System Support areas to organize and deliver system trainings.
3. Coaching and auditing: QTM will implement coaching plans to new and old operational staff, monitoring real-time their work and giving immediate feedbacks and suggestions. Will keep a comprehensive record of the coaching actions. QTM team will also monitor once a month each AC auditing calls according to existing audit forms, and results will be summarized to upper management.

Reporting & Controls
1. Organize and keep updated Knowledge Database used by all operational platforms
2. Prepare and analyze operational reports and statistics

Management & communication
1. Monitor and mentor staff to enable timely, efficient and innovative solutions to the business. Provide the necessary staffing support to (both internally and externally) to meet objectives and deadline
2. Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards.
3. Contribute to define and enrich strategy at Senior Management level, as a subject matter expert in his areas of expertise.
4. Will also contribute to align Group, Regional and China strategies, pro-actively communicating among entities, and balancing strategy compliance and performance issues.

Required Qualifications

1.5 – 10 years experience in quality management departments serving service companies, ideally in the insurance / assistance industries, and / or call centre services.
2. Team management skills, ability to organize people and tasks, keeping good control on the activity.
3. Strong ability to analyze facts and data, providing precise and neutral opinions to support management decisions, and negotiation skills.
4. Related educational background, with focus on quality systems & methodologies.
5. Experience with training functions and projects will be a plus, alternatively candidate needs to demonstrate ability to lead a training team that will implement related quality initiatives.
6. Demonstrated ability to work across various business divisions, and achieve good outcomes getting departments commitments and actions.
7. Performance orientated, demanding, strong leadership, ability to communicate assertively with teams, peers and management.
8. Highly effective and strategic communication skills both verbally and written, ability to formalize and report.
9. Excellent command in English and Chinese Mandarin.
10. Microsoft Office Suite.

Allianz Global Assistance China

We help someone, some where in the world every two seconds.

Allianz Global Assistance is the world’s leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.

As Mondial Assistance we help more than 250 milion people each year. As Allianz Global Assistance we expect to dramatically extend our global reach and local impact.

In China we have almost 500 employees and more than 4000 service providers. With offices in Beijing, Shanghai, Guangzhou, Chongqing, Chengdu and Shenzhen, we are China’s leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home.

Worldwide our specialist assistance group involves more than 10,200 employees working in 28 countries. Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 153,000 employees and operations in 70 countries.

Allianz Global Assistance is a dynamic, innovative foreign company who believes in offering employees an opportunity to build an exciting and challenging international career with long term benefits. We are looking for bright and enthusiastic individuals to support our continued success. Please visit our website for more information.

安联全球救援在中国

每两秒钟，我们就在世界上的某个地方帮助一个人。

安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。

作为蒙迪艾尔，我们每年帮助超过2.5亿客户。作为安联全球救援，我们期待我们的服务能覆盖全球更多国家并加深对本地市场的影响。

在中国我们拥有近500名员工和4,000多家服务供应商。我们的办公室分布在北京、上海、广州、重庆、成都、深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。

在世界范围内我们拥有12,000多名员工分布在28个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有153,000多名员工。

作为一个充满活力、不断创新的外商独资企业，我们为员工提供有益于长远发展的，激动人心和充满挑战的国际化职业发展机会并诚邀精英加盟来共同拓展我们的事业。

请登录我们的网站查询更多信息。

邮箱：hr@allianz-assistance.com.cn