Quality Assurance Senior Analyst

The Quality Assurance Analyst is responsible for reviewing Contact Center calls and transactions to ensure compliance, accuracy and that the customers experience exceeds expectations. Also, responsible for communicating trends to the Management team and coaching Customer Service Representatives where necessary.

Internal Requirement

• Knowledge in GBS Quality Management Framework
• Must have at least a year tenure in their current level
• Meet job expectations and pass all performance metrics in his/her current unit for the last 6 months.
• Business Acumen - Expert in business unit transaction process and can QC in current skillset from his current team 
• Had at least mastered 75% of the work types of the supported business unit
• Should NOT have any privacy breach incident count for the last 6 months. 
• Should NOT have any disciplinary action for the last 12 months. 
• Should have an average Unscheduled Leave utilization of <2% for the last 6 months. 
• Should NOT be under any Performance Improvement Plan

Soft Skills

• Excellent problem-solving skills.
• Excellent verbal and written communication skills
• Keen to details and can easily determine errors.
• Ability to multitask.
• Must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
• Ability to handle meeting and training refreshers/calibration.

Technical skills

• MS Outlook, MS Excel, MS PowerPoint.
• Basic SharePoint Knowledge
• Demonstrate good knowledge in processing-related applications.
• Demonstrate good knowledge in quality reporting tools.
• Knowledge on 7 Basic Quality Tools

Good to have

• “Highly Effective” rating for the last performance review period.
• Completed the Basic Quality Skills Training
• Design Thinking Trained
• Knowledge on Basic Quality Management Standards (PQA, ISO 9001 or COPC

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].