The Quality Assurance Manager is responsible for overseeing the quality assurance program within our contact centre, including both onshore and offshore teams. This role involves developing, implementing, and managing quality assurance strategies and processes to ensure that customer interactions meet company standards and enhance customer satisfaction. Additionally, the Quality Assurance Manager will conduct regular QA audits and ensure compliance across all teams.
Position Responsibilities:
Develop and implement a comprehensive quality assurance strategy for the contact centre that aligns with company goals and objectives.
Design and maintain quality monitoring systems and processes, including the development of evaluation forms and quality scoring metrics.
Conduct regular QA audits of customer interactions (calls, emails, chats) to ensure adherence to quality standards and identify areas for improvement.
Oversee the quality assurance activities of both onshore and offshore teams, ensuring consistent application of quality standards.
Monitor and evaluate customer interactions to provide constructive feedback to contact centre agents across all teams.
Analyze and report on quality metrics and trends, identifying areas for improvement and recommending actionable solutions.
Collaborate with contact centre leadership to design and deliver training programs aimed at improving agent performance and customer satisfaction.
Conduct regular calibration sessions with team leaders and agents to ensure consistency in quality evaluations across all teams.
Coordinate with offshore teams to ensure alignment with quality assurance processes and objectives.
Stay informed about industry best practices and emerging trends in quality assurance and customer service.
Act as a liaison between the contact centre and other departments to ensure a cohesive approach to quality and customer service.
Drive a culture of continuous improvement and excellence in customer service across the contact centre.
Required Qualifications:
Diploma/degree holder.
Minimum of 3-5 years of experience in quality assurance within a contact centre environment, with at least 3 years in a management role.
Experience working with offshore teams and understanding of the dynamics involved in managing remote quality assurance processes.
Strong understanding of quality assurance processes and methodologies in a customer service setting.
Experience conducting QA audits and developing audit reports.
Excellent analytical skills with the ability to interpret data and make strategic recommendations.
Proven leadership skills with experience in managing and developing a team.
Exceptional communication and interpersonal skills, with the ability to provide clear and actionable feedback.
Proficiency in using quality monitoring tools and customer relationship management (CRM) systems.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
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.
Working Arrangement