Quality Supervisor

We’re looking for a Quality Superivisor to join our Quality team at MBPS. In this role, you are responsible for the day-to-day operations of the Quality Assurance team according to the scope of work and service level requirements. Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.

Key Responsibilities:

• Manage the team’s day-to-day operation to ensure that QA SLA’s are met
• Manage capacity and resource plans
• Review team and individual performances and create development and corrective action plans
• Review, collect, and summarize business reports
• Maintains a strong working relationship with BU stakeholders
• Ensure audit CAP requirements are met
• Identify opportunities for process improvement recommendations
• Create and execute action plans for employee engagement
• Facilitate meetings to disseminate announcements, discuss policies and calibrate processes
• Help the team in coordinating resources, monitor team activities, preparing reports and monthly meetings
• Handle audit escalations on a timely manner
• Facilitates call calibration, call listening sessions and new hire presentations as needed

Qualifications:

• High School/Senior High/Vocational Course/1-year completed in a Bachelor's program with relevant work experience of at least 2 years; Bachelor's Degree holders are welcome to apply
• Experience: At least one to two years of relevant experience
• Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

Minimum Skills to Hire/Must Haves:

• Must have at least one year tenure in their current position
• Have proven record of solid job performance
• Should not have any attendance issues or disciplinary action in the past 12 months
• Must meet job expectations and pass all performance metrics in their current unit
• Have shown commitment to continuous learning - completion of any skills development training (Presentation skills, Business Writing, etc)
• Have demonstrated high interest and passion for quality assurance improvement in current / previous teams
• Nice to have:  significant work experience in the area of Policy Admin Services Quality Assurance and/or supervisory experience

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].