Description
Key Responsibilities 1. Travel Quality Strategy Define, implement, and continuously evolve the quality management strategy in Morocco, covering both Sales & Service / Helpdesk and Claims operations .Ensure full alignment of quality standards with Allianz Group guidelines .Act as the quality subject matter expert for the Morocco hub, providing strategic direction and guidance to operational teams and senior management . 2. Quality Assuran cePlan, implement, and monitor end-to-end quality assurance processes to ensure consistent compliance with internal standards, regulatory requirements, and customer experience benchmark s.Collaborate cross-functionally with Operations, Compliance, Training, and Business Unit stakeholders to embed quality practices across all relevant team s.Oversee execution of quality evaluation frameworks, calibration sessions, and scoring methodologies for both Sales & Service / Helpdesk and Claim s. 3. Monthly Travel Operations Quality Cir cleLead and develop the monthly Travel Operations Quality Circle, providing a structured feedback loop to Travel Operations teams and senior manageme nt.Present quality performance results, trend analysis, and key findings to stakeholders in a clear, actionable form at.Ensure that all corrective actions identified through the Quality Circle are formally tracked, assigned, and delivered within agreed timelin es. 4. Quality Analysis and Repor tingAnalyse quality results, performance trends, and evaluation data to identify opportunities for improvement and proactively address quality conce rns.Integrate feedback from quality evaluations, rebuttal processes, and operational reviews into the quality committee proc ess.Produce regular, senior-leadership-ready quality reports that provide transparency on performance, trends, and the impact of improvement initiati ves. 5. Documentation and Gover nanceEnsure robust documentation of all quality processes, evaluation frameworks, calibration records, and reports to maintain transparency and accountability across the organisa tion.Develop and maintain quality governance standards, ensuring all documentation is accurate, up to date, and accessible to relevant stakehol ders. 6. Customer Satisfaction (VOC)Ensure that customer feedback is systematically integrated into quality improvement initiatives and that quality concerns are addressed promptly and effect ively.Champion a customer-first mindset across the quality and training fun ction. 7. Team Leadership and Deve lopmentBuild, lead, and develop a high-performing team of quality and training professionals, fostering a culture of innovation, accountability, and continuous impro vement.Set clear objectives, provide regular coaching and feedback, and support the professional development of all team m embers.Drive improvements in Allianz Engagement Survey (AES) scores by creating an inclusive, motivating, and high-performance team envir onment. 8. QA Au tomationLead the implementation of QA automation tools and technologies within the Morocco hub, driving the transition from manual to automated quality assurance pr ocesses.Manage change effectively, working closely with affected operational teams to ensure smooth adoption and embedding of new tools and ways of working.Maintain a robust governance framework for the ongoing management and optimisation of QA automatio n tools. Req uirements EssentialProven experience in a quality, training, or operations management role, within international business.Strong knowledge of quality assurance methodologies, training frameworks, and process improvement te chniques.Demonstrated ability to analyse complex quality data, identify trends, and translate findings into clear, actionable recomme ndations.Strong customer satisfaction focus with a track record of driving improvements in customer experience metrics.Excellent communication and presentation skills, with the ability to engage confidently with senior management and lead cross-functional meetings.Proven leadership experience, with the ability to build, motivate, and develop high-performi ng teams.Strong organisational skills with the ability to manage multiple priorities and workstreams simult aneously.Fluent in English a nd French (written and spoken) essential for this role given the multi-BU stakeholder env ironment. Desirable Experience with QA automation tools and change management in a qual ity context.Familiarity with multi-BU or multi-market quality governance frameworks.Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, or equivalent).