Quality Assurance Analyst - 12 Month Maternity Contract

About Allianz

We are proud to be one of the world’s most trusted insurance companies, and Ireland’s #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years. Our success is driven by the incredible people we employ, with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations.

This role is officially based in Elm Park, Dublin 4, but we embrace a hybrid working model that offers you the flexibility and support you need to excel in your role.

We are incredibly proud to be recognised as a Great Place to Work having won the Super Large Category in 2025 & 2026, as well as being named one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing. If you're ready to take the next step in your career, apply now and become part of the team!

The Opportunity

We are recruiting for a Quality Assurance Analyst on a 12-month contract (maternity leave cover) to join our team, based in Dublin.

Our Quality Assurance team plays a key role in supporting our customer‑facing operations by monitoring adherence to regulatory requirements and service standards, identifying trends, and collaborating with colleagues across the business to ensure consistency, compliance and excellent customer outcomes.

This role supports quality reviews across relevant operational teams and contributes to continuous improvement, coaching insight and customer‑centric service delivery.

Key Responsibilities

Quality & Compliance Oversight

• Evaluate customer interactions across multiple channels to ensure compliance with Allianz standards and regulatory requirements
• Assess communications against CPC, GDPR, MCC, and other applicable frameworks
• Ensure adherence to complaint handling processes and vulnerable customer procedures
• Identify and escalate potential regulatory risks in a timely manner
  
  

Insight & Root Cause Analysis

• Analyse QA outputs to identify trends, recurring errors, and key drivers of customer contact
• Conduct root cause analysis to uncover underlying operational or process issues
• Translate findings into clear, actionable insights to improve customer outcomes and reduce avoidable contact
• Support data-driven decision making across operational teams
  
  

Coaching & Continuous Improvement

• Provide structured, insight-led feedback to leaders and stakeholders
• Support coaching frameworks and capability development across teams
• Partner with training and operational leaders to influence behavioural change and service improvements
  
  

Operational Excellence & Innovation

• Contribute to the development and enhancement of QA frameworks, scorecards, and processes
• Leverage QA tools and emerging technologies (e.g. speech analytics, AI insights) to enhance reporting and efficiency
• Promote best practice and consistency across customer interaction
  
  

Essential

Key Requirements / Skills & Experience

• APA qualified with a minimum of 3 years’ experience in general insurance
• Strong analytical capability with the ability to interpret data and identify trends
• Experience in quality assurance, coaching, or operational performance analysis
• Understanding of customer journeys within a contact centre environment
• Excellent attention to detail and a structured approach to problem solving
  
  

Desirable

• CIP qualification
• Experience using QA tools, dashboards, or speech analytics
• Exposure to process improvement or continuous improvement initiatives
• Knowledge of regulatory frameworks (CPC, MCC, GDPR, etc.)
• At Allianz Ireland, we are committed to staying at the forefront of technological advancements. While this role may not require specific expertise in Data Analytics or Artificial Intelligence (AI) technologies, having an understanding of their core principles and practical applications is beneficial.
  
  

Our Benefits

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.

This is a hybrid remote/in-office role

Allianz plc. is regulated by the Central Bank of Ireland.

Regulatory Notice

Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. Please refer to the Central Bank of Ireland’s Guidance on Minimum Competency Code: Minimum Competency | Central Bank of Ireland as well as F&P Standards and the Corporate Governance Requirements: Fitness & Probity | Central Bank of Ireland. This includes the requirements provided for by the Central Bank Individual Accountability Framework Act 2023. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. Full details are available via the Central Bank website: Individual Accountability Framework | Central Bank of Ireland

98690 | Underwriting | Professional | Non-Executive | Allianz Ireland | Full-Time | Temporary

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.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.