Quality Monitoring Specialist

We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500 people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) AXA Partners is AXA's global entity dedicated to co-building and distributing with partners simple, customer-centric and innovative solutions that combine insurance, assistance and other value-added services. As an integral part of the Group Innovation unit, AXA Partners plays a key role in the deployment of disruptive solutions. With operations in 39 countries and over 9,000 employees, we serve our customers anywhere, anytime. About the position: The Quality Monitoring Specialist plays a pivotal role in enhancing the overall customer experience at AXA Partners. This position emphasizes the importance of maintaining high service standards through the analysis of customer interactions. The specialist is responsible for fostering a culture of continuous improvement by delivering insightful performance assessments and collaborating with various stakeholders to implement effective training initiatives. What you'll be doing: Monitor and evaluate inbound and outbound customer calls for quality assurance, ensuring compliance with company policies and standards Review chat transcription controls and case management processes to ensure adherence to quality standards Conduct multiple assessments per agent per month, including call listening and file verification using predefined quality metrics Assess agent performance based on customer interaction quality, tone, professionalism, and adherence to scripts Provide timely, actionable feedback to agents, team leaders, coaches, and technical experts Conduct regular audits of call center metrics, including call handling time, customer satisfaction scores, and resolution effectiveness Collaborate with team leaders and trainers to identify performance gaps and support the development of training programs Track and report on quality trends, including common customer issues, areas for improvement, and successes Help design and update quality monitoring criteria to align with evolving company goals and customer expectations Maintain accurate records of quality monitoring evaluations, feedback sessions, and performance reviews Support the development and implementation of continuous improvement initiatives Assist with the creation of performance reports for management and contribute to strategic development Collaborate with Quality teams to address issues identified during assessments Consider feedback from stakeholders (sales, brokers, Quality) and implement continuous improvements Bachelor's degree or equivalent experience in a similar function Trilingual proficiency: French, Dutch, and English Knowledge of the insurance sector and the role of an assistance provider Demonstrates a high level of service quality Analytical mindset Familiarity with CMS and other relevant tools Excellent knowledge of MS Office suite (Excel, PowerPoint, Word) Discretion and confidentiality Good listening skills and values interpersonal contacts Strong organizational, administrative, and writing skills Adaptability to change Customer-oriented approach Empathy Dynamic and responsive Team spirit At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. €90 flat rate expenses Meal vouchers worth €8 €250 eco vouchers Insurance: group insurance, hospitalization insurance, disability insurance, accident insurance 3 days of homeworking 30 vacation days 100% reimbursement of transportation costs Innovation, PowerPoint, Innovation, Transcription, Customer Experience, Service quality, Case Management, Company policies, Customer Experience, Training Programs, Insurance Domain, Quality assurance, Value Added Service, Monitoring, Training, Design, Listening skills, Sales, Organization Skills, Trilingual, Customer Oriented, VOS, Metric, Support Development, MS Office Suite, Quality Control, Process Management, Regular Audit, Listening skills, Customer Oriented, Adaptability, Insurance, MS Excel, Operations, Call Handling, Administration, Service Standard, Managing Reports, Discreet, Writing Skills, Call centre

Location: Schelle,, BE

Posted Date: 8/21/2025