The Senior Executive, Quality Assurance is responsible for supporting and executing the quality assurance program across our contact centre, including both onshore and offshore teams. This role focuses on conducting quality evaluations, analyzing performance trends, providing actionable feedback, and driving continuous improvement in customer interactions. The Senior Executive will partner closely with team leaders, trainers, and QA management to uphold service excellence and ensure consistent delivery of high‑quality customer experiences.
Position Responsibilities:
Quality Monitoring & Evaluation
Conduct regular quality assessments on customer interactions (calls, emails, chats) to ensure compliance with established quality standards.
Evaluate agent performance using defined QA forms, scoring metrics, and guidelines.
Identify performance gaps and provide clear, constructive, and actionable feedback to agents and supervisors.
Support calibration sessions with QA teams, team leaders, and trainers to ensure alignment and consistency in scoring.
Quality Reporting & Insights
Analyze QA results and prepare reports on performance trends, areas for improvement, and recurring issues.
Process & Continuous Improvement
Support the development and refinement of QA frameworks, scorecards, and evaluation processes.
Collaborate with contact centre operations and training teams to improve agent performance and enhance the customer journey.
Participate in root cause analysis for quality issues and assist in implementing corrective action plans.
Stay current with industry best practices in quality assurance and customer service excellence.
Cross‑Team Collaboration
Work closely with onshore and offshore teams to ensure consistent application of QA standards across all customer service channels.
Support knowledge sharing and process alignment between internal teams and BPO/outsourced partners.
Act as a point of contact for quality‑related matters, helping to bridge communication across teams.
Highlight process gaps and customer experience pain points, presenting insights to leadership with recommendations.
Track quality KPIs and contribute to regular business reviews and performance discussions.
Required Qualifications:
Minimum of 2–4 years of experience in a contact centre quality assurance role.
Experience supporting or working with offshore/remote teams is an advantage.
Strong understanding of QA methodologies, customer service standards, and evaluation frameworks.
Skilled in conducting QA audits and preparing performance analyses and reports.
Excellent verbal and written communication skills, with the ability to give clear and constructive feedback.
Strong analytical and problem‑solving capabilities, with attention to detail.
Proficiency with QA monitoring tools, CRM systems, and Microsoft Office applications.
Strong organizational and time‑management skills with the ability to manage multiple tasks in a dynamic 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 hr@manulife.com.
Working Arrangement