The GWAM Quality Assurance Specialist is responsible for reviewing transactions to ensure compliance and accuracy. Also, responsible for communicating trends to the Management team and provide coaching to processors where necessary.
Position Responsibilities:
• Reviews transactions for accuracy, completeness and adherence to company policies and procedures.
• Defines, quantifies and analyzes error causes. Analyzes trends and recommend workflow changes and processing improvements including system enhancements as required.
• Coordinates monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction work types.
• Provides feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.
• Provides technical support updates, trends, and direction to team members as needed
• Works with Subject Matter Experts (SME) to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
• Attends department staff meetings to discuss processing issues and clarification measures.
• Recommends process improvements to identify efficiencies and create standardization throughout the department.
• Communicates quality standards and quality results on a regular basis
• Performs audits as needed in a timely manner for processors that are not consistently meeting quality standards
• Provides support to the Management during audits (internal/external)
• Provides individual and departmental monthly performance reports through accuracy feedback to assist with staff, peers, and management
• Stays up to date with product and process knowledge to ensure compliance and accuracy
• Other duties as assigned
Required Qualifications:
Preferred Qualifications:
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