Full-Time | Hybrid Working Available

Help shape exceptional customer experiences through quality, insights and continuous improvement.

Quality Analyst

Allianz Partners Australia | Brisbane QLD Full-Time | Hybrid Working Available

Help shape exceptional customer experiences through quality, insights and continuous improvement.

At Allianz, we believe in empowering our people to challenge convention, embrace innovation, and make a meaningful impact. As a global leader in insurance and assistance services, we help millions of customers worldwide with confidence and care.

We're looking for an experienced Quality Analyst to join our Brisbane team and play a critical role in enhancing service excellence across our customer operations. If you're passionate about quality, performance improvement, customer experience, and using data-driven insights to influence outcomes, we'd love to hear from you.

About Allianz Partners

Allianz Partners is a world leader in assistance and insurance services, specialising in travel insurance, international health, assistance, and automotive solutions. Operating in more than 75 countries and supported by over 19,000 employees globally, we're committed to delivering exceptional customer experiences through innovative, technology-enabled solutions.

As our business continues to evolve, we are investing in smarter ways of working, digital transformation initiatives, and operational excellence programs that enhance both employee and customer experiences.

About The Role

As a Quality Analyst, you'll be responsible for evaluating customer interactions across calls, emails, and digital channels to ensure service excellence,



compliance, and customer-centric outcomes.

You'll leverage quality data, performance trends, and customer insights to identify opportunities for improvement, support coaching effectiveness, and contribute to a culture of continuous learning and operational excellence.

Working closely with leaders and frontline teams, you'll help drive performance, uncover actionable insights, and support initiatives that improve customer experience, efficiency, and service quality.

Key Responsibilities

- Conduct quality assessments across customer interactions, including phone, email, and digital channels
- Evaluate performance against quality, compliance, and customer experience standards
- Provide meaningful feedback and coaching insights to support capability development
- Analyse audit outcomes and performance trends to identify opportunities for improvement
- Generate regular reporting and insights to support operational decision-making
- Facilitate calibration sessions and promote consistency in quality outcomes
- Partner with leaders to drive continuous improvement initiatives and uplift service performance
- Support root-cause analysis activities to identify recurring customer and operational challenges




- Monitor emerging trends and customer behaviours to help inform process enhancements
- Contribute to quality frameworks, governance activities, and best-practice approaches
- Ensure quality targets, audit completion rates, and reporting deadlines are consistently achieved

About You

What You'll Bring

- Previous experience in a Quality Analyst, Quality Assurance, or Customer Experience role within a contact centre environment
- Solid understanding of quality frameworks, customer service standards, and performance measurement
- Experience interpreting data and translating findings into actionable recommendations
- Proven ability to deliver coaching feedback that drives measurable performance improvement
- Experience identifying trends, risks, and opportunities through quality analysis
- Excellent stakeholder engagement and communication skills

Technical Skills

- Intermediate to advanced Microsoft Excel skills
- Experience working with reporting tools, dashboards, or performance analytics
- Comfortable working with data-driven insights and performance metrics
- Exposure to digital customer channels, workflow technologies, or automation initiatives will be highly regarded
- Experience supporting continuous improvement or customer experience programs is advantageous

Personal Attributes

- Curious and analytical mindset
- Strong attention to detail
- Customer-focused approach
- Ability to influence and build credibility with stakeholders
- Adaptable and comfortable in a fast-paced environment
- Passion for innovation, continuous learning, and improving outcomes

Why Join Allianz?

📌 Quality Analyst: Customer Experience (Brisbane)
🏢 Allianz Partners
📍 Brisbane