Job Posting Description
Key Responsibilities include:
Strategic Leadership & Performance Management
- Drive technical quality and auditing solutions, including tools and automated reporting.
- Lead improvement initiatives, cross-functional projects, and root cause analysis to enhance customer experience and operational efficiency.
- Monitor, enhance, and report on customer experience metrics like CSAT, NPS, and FCR through quality initiatives.
- Manage a team of quality specialists, oversee global quality assurance efforts, and maintain consistency in standards and processes.
- Collaborate with global Manulife teams to implement best practices and update customer-facing resources.
Analytical & Problem Solving
- Ability to evaluate data identifies issues, recommend, own and drive performance improvement areas for internal and external Customers.
- Provide clear insight into performance drivers and the levers which impact performance.
People Leadership & Development
- Coach and develop Quality Analysts (QAs) through structured feedback, mentoring, and career development plans.
- Foster a culture of continuous improvement, encouraging innovation and ownership among team members.
- Champion learning and development by identifying skill gaps and facilitating targeted training programs.
- Promote psychological safety and inclusivity, ensuring every team member feels valued and heard.
Collaboration & Stakeholder Engagement
- Partner with stakeholders (Operations, Training, and Workforce etc) on coaching and areas for improvement.
- Advocate for the Customer Voice by ensuring QA processes and results translate customer expectations and feedback.
- Collaborate with operations and training teams to address customer pain points and improve service delivery.
Skills & Attributes
- The ideal candidate thrives in a fast-paced, high-energy environment, is self-motivated, and can work independently while making informed decisions in ambiguous situations.
- Demonstrates a strong background in quality analysis, project management, and the ability to drive process changes and improvements.
- Possesses exceptional written and oral communication skills, capable of engaging with all organizational levels and external partners.
- Proficient in Microsoft Office, including Excel, SharePoint, Word, and PowerPoint, with experience in writing documentation and standard operating procedures.
- Exhibits excellent interpersonal, planning, and organizational skills, with a proven ability to influence change and work collaboratively across teams.
Qualifications & Experience
- Must have at least 5 years of Contact Center QA experience
- Must have supervisory/managerial experience
- Lean Six Sigma Yellow Belt (advantageous)
- Open to bachelor's degree holders and undergraduates
- Experience in Financial and Insurance vertical is an advantage
- Previous experience in creation, implementation and maintenance of Customer Service Quality Management Programs/Projects with proven qualitative results
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 recruitment@manulife.com.
Hybrid