Leady Quality Analyst

The Quality Assurance Specialist for UCM Outbound is a key contributor to maintaining service excellence in proactive customer engagement. This role ensures that every outbound interaction reflects the organization’s commitment to empathy, accuracy, and compliance. The Specialist focuses on hands-on quality monitoring, structured feedback, and operational support, enabling frontline teams to deliver consistent and customer-centric experiences.

By analyzing QA results, supporting coaching, and maintaining governance standards, the role strengthens operational integrity and builds a foundation for continuous improvement. While primarily execution-focused, the position offers opportunities to influence service quality through insights and collaboration with team leaders.

Position Responsibilities:

• PRINCIPAL ACCOUNTABILITY 1: QUALITY MONITORING & CONTROL

  This accountability ensures that outbound interactions meet defined service standards and regulatory requirements. The Specialist applies QA frameworks rigorously to maintain consistency and fairness in evaluations.

  To ensure success on this accountability, the following activities must be constantly met.  

• Call Monitoring & Evaluation.  Conduct systematic reviews of outbound calls to assess empathy, ownership, communication clarity, and compliance.
• Calibration & Participation.  Join calibration sessions with QA peers and team leaders to maintain scoring consistency and shared accountability.
• Scorecard Management. Use and update QA scorecards tailored to outbound campaigns, ensuring alignment with service guidelines.
• Documentation.  Maintain accurate records of QA assessments for transparency and audit readiness.

• PRINCIPAL ACCOUNTABILITY 2: FEEDBACK AND COACHING SUPPORT

This accountability focuses on converting QA insights into actionable improvements for frontline teams. The Specialist plays a supporting role in capability development by providing timely and constructive feedback. 

To ensure success on this accountability, the following activities must be constantly met. 

Feedback Delivery.  Share clear, actionable feedback with agents based on QA findings, emphasizing behaviors that impact customer experience. Coaching Support.  Collaborate with team leaders and Learning & Quality to address recurring gaps through targeted coaching sessions. Best Practice Sharing.  Highlight effective behaviors and improvement opportunities during team huddles and QA discussions.

• PRINCIPAL ACCOUNTABILITY 3: REPORTING AND INSIGHTS

This accountability ensures that QA data is transformed into meaningful insights that guide operational decisions. 

To ensure success on this accountability, the following activities must be constantly met.  

Regular Reporting: Prepare weekly and monthly QA reports summarizing performance trends, recurring issues, and improvement opportunities. Escalation of Risks: Flag persistent gaps or compliance concerns to the Lead, UCM Outbound for timely resolution. Data-Driven Support: Present QA insights during team reviews to help prioritize coaching and process improvements.

• PRINCIPAL ACCOUNTABILITY 4: COMPLIANCE AND GOVERNANCE SUPPORT

This accountability safeguards adherence to internal policies and regulatory requirements, ensuring risk mitigation and audit readiness.

To ensure success on this accountability, the following activities must be constantly met.

Compliance Monitoring: Verify that outbound interactions comply with consent protocols, SLAs, and internal policies. Audit Readiness: Maintain complete QA documentation and calibration records for governance reviews. Issue Escalation: Identify non-compliance or high-risk behaviors promptly and assist in corrective actions.

Required Qualifications:

• Bachelor’s degree in business, communications, or related field preferred.
• Minimum 2–3 years of experience in Quality Assurance or contact center operations.
• Strong attention to detail and ability to analyze performance data.
• Good communication skills for delivering feedback and collaborating with team leaders.
• Familiarity with outbound service operations and QA frameworks is an advantage.

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