Bilingual Quality Assurance Analyst

6 months ago

Toronto, 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 Quality Assurance Analyst will be accountable to support a team of Licensed Insurance Advisors in conducting QA and compliance audits in accordance with regulations and internal policies/ procedures. The analyst will also assist in the development and implementation of workflows and process improvements that will aid in the enhancement of business processes.

The incumbent is responsible to manage multiple functions including:

- Review of customer interactions to ensure accuracy and compliance with company policies and procedures
- Analyze trends, communicate findings and establish best practices
- Document workflows and operational activities as regulations and policies are updated

**Key Accountabilities**
- Review processes and interactions between the sales & retention advisors and customers to ensure compliance with internal policies, procedures and other requirements
- Handle audits efficiently and with consistency by the agreed upon deadline
- Clearly communicate findings and escalate potential risks to ensure those are appropriately addressed
- Facilitate regular calibration and participate in the periodic review of the QA process
- Analyze existing processes and business workflows with the goal of driving operational efficiencies and setting up best practices
- Identify process improvement opportunities as the business evolves and new enablers are introduced
- Carry out ad-hoc tasks/projects as requested by immediate supervisor and/or Head of Regulatory Compliance
- Document workflows and operational activities as regulations and policies are updated
- Track and report work completed as it relates to projects/initiatives and proactively escalate any significant barriers or issues as necessary
- Stay up to date with advancements in quality assurance methodologies
- Provide backup support for support specialists

**Job Requirements**:

- Proficient in English and French
- 3+ years progressive business experience
- Experience in quality assurance or an advisory administrative role
- Understanding of Direct-to-Consumer sales and retention environment
- Sound knowledge of insurance products
- Strong organizational skills and attention to detail
- Effective analytical and problem-solving skills
- Results oriented and creative skills
- Proven ability to be flexible and exercise judgment in a changing environment
- Ability to identify and escalate potential risks

Competencies:

- Ability to work in a multifaceted, high-paced environment independently and as part of a team
- Good knowledge of Salesforce and Microsoft Office (Word, Excel and PowerPoint)
- Prefer industry related education
- Proven ability to multi-task, show initiative and anticipate needs in a proactive manner
- Ability to handle fluctuating workloads and multiple priorities within set time constraints

**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 work-life balance
- Professional development and leadership opportunities.

**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**

**Salary & Benefits**

The annual base salary for this role is listed below.

**Primary Location**

Toronto, Ontario

**Salary range is expected to be between**

$52,650.00 CAD - $87,750.00 CAD

Manulife offers eligible employees a wide array of customizabl

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