Director Quality Assurance, Global Contact Centre

7 days ago

Toronto, Ontario, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

The Opportunity


As the
Director of Quality Assurance for our
Global Contact Centre, you will be responsible for strategizing, designing, and implementing a QA global program that is comparable in maturity to other digital organizations the size of Manulife and that is metrics-driven delivering value through standardization, automation, and continuous improvement.

You will also lead the Process Design Analyst team and the Speech Analytics team.

Responsibilities

  • Responsible for defining QA (Quality Assurance) strategy, approach, and execution across the Global Contact Centres, which supports several business units.
  • Ensuring adherence to the principles, guidelines, and best practices of the QA strategy through consistent education and upskilling.
  • Lead and promote a customer focused culture to deepen stakeholder relationships.
  • Focus on continuous improvements including usage of appropriate testing tools, test techniques, test automation that scales across the teams.
  • Build and maintain quality standards as well as enforcement of standards.
  • Be an escalation point for all matters related to quality assurance, PDA and Speech Analytics.
  • Develop short and longrange goals and objectives inaddition to metrics (KPI's) to measure success or areas of focus.
  • Build a highly engaged team. Be comfortable being an agent of change with the goal of elevating Global Contact Centre quality, PDA and Speech Analytics capability.

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 approach 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.

What we are looking for

  • Strategic thinker with the ability to deliver on goals and objectives in a maturing, fast paced, customer driven environment.
  • Deep understanding Quality Management Systems (QMS) and Process Design.
  • Excellent communicator (verbal and written) with the ability to communicate with all levels and technical abilities within the organization and work within crossfunctional teams.
  • 5+ years of experience in leadership. Ability to attract, retain, and grow people to create a high performing and engaged team.

What can we offer you?

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong worklife balance.
  • Professional development and leadership opportunities.

Our commitment to you

  • Valuesfirst culture: We lead with our Values every day and bring them to life together.
  • Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation: We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion : We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
LI-Hybrid

About Manulife and John Hancock


Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion).

We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.


Manulife is an Equal Opportunity Employer
**Sala

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