Quality Team Leader, North America

Quality Team Leader, North America

We are seeking a motivated and people-focused Quality Team Leader to lead a team of Quality Specialists within Transversal Claims Operations. This role is responsible for driving team performance, ensuring quality standards are met, customer escalations and complaints are resolved fairly and compliantly, and excellent customer outcomes are delivered.

As a frontline leader, you will coach and develop employees, manage escalations, monitor operational performance, and partner with cross-functional teams to identify trends and drive continuous improvement.

What you will do:

• Lead, coach, and develop a team of Quality Specialists.
• Analyze quality, complaint, and performance data to identify opportunities for improvement.
• Support process improvements, operational initiatives, and change management activities.
• Conduct performance reviews, one-on-one meetings, and coaching sessions.
• Monitor productivity, quality, and service levels to achieve team goals.
• Manage workload distribution and support operational efficiency.
• Serve as the escalation point for complex or high-risk customer escalations, concerns, and complaints.
• Oversee quality checks and assurance across the team's work to ensure accuracy, consistency, and adherence to standards.
• Ensure quality checks and complaint handling meet regulatory requirements and company standards.
• Collaborate with Claims, Quality, Compliance, Legal, and Customer Experience teams to resolve issues and improve outcomes.
• Ensure functional rule application locally and support audit process and closing findings as required.
• Engage directly with customers and partners to resolve concerns and strengthen relationships.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What you will bring:

• Associate's degree or equivalent combination of education and experience.
• 3+ years of experience in quality assurance, complaints handling, claims, insurance operations, or a related field.
• Previous leadership, supervisory, or team lead experience preferred.
• Strong understanding of quality assurance, complaint resolution, and regulatory requirements.
• Proven coaching and employee development skills.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Strong analytical and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and operational reporting tools.

What we offer:

Annualized base pay is Canada - $47,700 – 69,993 CAD

Actual base pay may vary based upon factors such as relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance. The availability and amount of these additional compensation elements are determined by company policy and may vary.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. We offer a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings plans, paid time off, and other employee programs. Eligibility for benefits is subject to plan terms and conditions and may vary based on position and/or employment status.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

This posting is for an existing vacancy.

103484 | Customer Services & Claims | Professional | [[filter11]] | Allianz Partners | Full-Time | Permanent

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 race, 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.