Quality Analyst

The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Quality Analyst with the resources to solve critical problems for the future of our business, which is why we need you. Manulife Core Engineering and Transformation is seeking a self-motivated Mobile Software Engineer, who is obsessed with delivering value, is forward-thinking, and excited to see the successful implementation of the products they deliver. They will have native iOS and Android development experience as well as strong understanding of CI/CD and SDLC. What motivates you? • You obsess about customers, listen, engage and act for their benefit • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes • You thrive in teams, and enjoy getting things done together • You take ownership and build solutions, focusing on what matters • You do what is right, work with integrity and speak up • You share your humanity, helping us build a diverse and inclusive work environment for everyone We are looking for someone with: • At least one-year work experience in a call center industry • Must have at least one-year tenure in their current position • Must have comprehensive knowledge in the Canadian Group Retirement Services products and processes • Trained in both MPS and SLX is an advantage but not a requirement. • Should not have any attendance issues or any disciplinary action for the past 12 months • Above average Quality and/or NPS/CSI scores in current post from the last 6 months • Meet job expectations and pass all performance metrics in the current unit in the past 6 months • Demonstrate proficiency on Microsoft applications such as Excel, Word and Power Point • Excellent interpersonal and communication skills in English; demonstrated ability to compose grammatically correct, clear and concise verbal and written communication • Solid experience in the Customer Service industry • Familiarity with using Verint system is an advantage On the job you will: • Evaluate calls/emails and transactions for accuracy, completeness and adherence to company policies and compliance using the quality monitoring form • Provide assessment results and feedback during the QA/Leader meeting • Perform monthly remote and/or side-by-side monitoring for Customer Service Staff as needed • Analyze and report audit trends and suggest improvements to the Business, leadership and training teams • Share insights and suggestions to update and/or create quality documentation and materials • Communicate changes and updates to Quality Standards • Manage Quality campaigns and initiatives to deliver business results • Conduct regular call calibration sessions to the leaders and/or staff • Provide floor/call/escalation support when necessary Our commitment to you · Our mission; to be a part of making Decisions Easier and Lives Better · A leadership team dedicated to your growth and success · A bold ambition and set of goals to be a leader in driving transformation in our industry · Our best. Every day. Learn more about opportunities with us at jobs.manulife.com 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 Hybrid