Helpline Supervisor

Allianz
Dublin
Workplace: HybridFull timeEUR 70,000+ annuallyFunction: Business OperationsSkills: ["Continuous improvement","Stakeholder management","Communication","Analytical skills","Attention to detail"]

Lead quality assurance and process improvement for a global IPMI helpline network, owning the quality framework, monitoring programmes, audits, and performance reporting. Manage end-to-end process documentation and governance across global locations, driving Lean/Six Sigma improvements and continuous change. Partner with Operations, Training, IT, and digital teams to automate workflows, advance AI-readiness, and track benefits realization—delivering measurable customer experience impact in a hybrid Dublin role.

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FursaFursa
Allianz
Allianz
1 day ago

Helpline Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 minutes agoStatus: Live

Job Summary

Lead quality assurance and process improvement for a global IPMI helpline network, owning the quality framework, monitoring programmes, audits, and performance reporting. Manage end-to-end process documentation and governance across global locations, driving Lean/Six Sigma improvements and continuous change. Partner with Operations, Training, IT, and digital teams to automate workflows, advance AI-readiness, and track benefits realization—delivering measurable customer experience impact in a hybrid Dublin role.
Location: Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Design, implement, and maintain the global IPMI helpline quality assurance framework.
  • •Develop and manage contact quality monitoring programmes across voice, email, and chat, including calibration sessions.
  • •Own end-to-end process documentation and lead process change governance across global helpline locations.
  • •Drive continuous improvement through root cause analysis, corrective actions, and Lean/Six Sigma improvement initiatives.
  • •Liaise with IT and digital teams to evolve helpline technology for AI-readiness and automation, tracking benefits realization.

Pay and Benefits

Salary: EUR 70,000 annually
Perks:Health InsuranceDentalVisionPensionPaid Leave

Key Requirements

  • •Significant experience in quality management and/or process improvement within a contact centre or helpline environment.
  • •Track record designing and implementing quality frameworks and monitoring programmes, including calibration and scoring criteria.
  • •Experience with process mapping, documentation, and process governance/change management.
  • •Strong analytical skills to interpret quality data and translate findings into actionable improvements.
  • •Stakeholder management and communication skills, including influence across levels and experience facilitating continuous improvement initiatives.
Experience:Contact centreHelplineInsuranceHealthcareGlobal/multi-site
Skills:Continuous improvementStakeholder managementCommunicationAnalytical skillsAttention to detail
Certifications:Lean Six Sigma Green BeltPRINCE2PMPSix Sigma
Tech Stack:Microsoft Office SuiteExcelPowerPointLeanSix SigmaScorebuddyTelephonyBotsEmailAutomation platformsAI

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn