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Director Quality Assurance, Global Contact Centre
3 months ago
Job Title: Director of Quality Assurance - Global Contact Centre at Manulife
Job Description:
Are you a strategic thinker with a passion for Quality Management Systems and Process Design? As the Director of Quality Assurance for our Global Contact Centre at Manulife, you will lead the development and implementation of a QA global program focused on standardization, automation, and continuous improvement. You will be responsible for defining QA strategy, ensuring adherence to best practices, and driving a customer-focused culture. Join us to elevate the quality of our Global Contact Centre and lead a highly engaged team towards success.
Responsibilities:
- Define QA strategy and execution across Global Contact Centres
- Lead stakeholder relationships and promote a customer-focused culture
- Drive continuous improvements and maintain quality standards
- Set goals, objectives, and metrics for success
- Build and lead a highly engaged team
What motivates you?
- Obsess about customers and act for their benefit
- Think big, enable business outcomes, and thrive in teams
- Take ownership, focus on what matters, and work with integrity
- Share humanity and help build a diverse and inclusive work environment
What we are looking for:
- Strategic thinker with leadership experience
- Deep understanding of Quality Management Systems and Process Design
- Excellent communicator with the ability to work in cross-functional teams
- Ability to attract, retain, and grow a high-performing team
What can we offer you?
- A competitive salary and benefits packages
- A growth trajectory, flexible work policies, and strong work-life balance
- Professional development and leadership opportunities
Our commitment to you:
- Values-first culture, boundless opportunity, and continuous innovation
- Diversity, Equity, and Inclusion, and Corporate Citizenship
About Manulife and John Hancock:
Manulife Financial Corporation is a leading international financial services group with a global presence. Operating as Manulife in Canada and John Hancock in the United States, we provide financial advice, insurance, and wealth management solutions. Join us in redefining the future of financial services and building a diverse and inclusive workplace where everyone thrives.
Manulife is an Equal Opportunity Employer
