The Contact Centre Quality Assurance team currently has an immediate opening for Bilingual Group Benefits Quality Specialist. The QA Specialist is responsible for conducting audits on incoming calls and written correspondence for Group Benefits contact center servicing agents within the Canadian Division.
The components of the quality audits being performed consist of auditing customer contacts for the following:
accurate and complete information provided to the customer.
adherence to established company policies and procedures, compliance with statutory requirements.
providing feedback on the customer experience
The QA Specialist will be accountable to identify and make recommendations to resolve risk including financial, compliance and quality assurance relating to processes and procedures supporting the contact center.
Perform audits on incoming calls and written correspondence as performed by front-line agents (Customer Service Professionals (CSPs)
Assess accuracy and completeness of information provided to our customers.
Trend and analyze results to determine root cause of impacts/knowledge deficiencies in area and present to business partners (leaders, training)
Identify and recommend process improvements to improve effectiveness in Operations
Partner with other areas to influence changes and facilitate execution of action plans related to business improvements
Evaluate training effectiveness through review of trainee work
Act as a subject matter expert
Assist with other duties as required to support the business needs
Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Thorough understanding of GB products and services offered to plan members and plan administrators
Strong technical aptitude and attention to detail
Strong organization and time management skills
Strong analytical and problem solving skills
Results oriented
Outstanding oral and written communication skills (English and French)
Proficient with Microsoft Excel and Power Point
Ability to work independently
Maintain high degree of confidentiality
Ability to create and maintain strong working relationships with all levels of employees and management
Very flexible and adaptable when dealing with change
Good understanding of financial, operational and information systems control concepts and audit practices
Excellent knowledge of products and operating systems for GB contact centre
Fluent in all audit policies/practices including: Privacy & Confidentiality guidelines and Complaint handling procedures
The role being advertised is an existing vacancy.
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 hr@manulife.com.
Referenced Salary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve OuestWorking Arrangement
Salary range is expected to be between
$52,650.00 CAD - $87,750.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.