Quality Assurance Lead, Inforce Insurance

6 months ago

Waterloo, 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

As a Quality Assurance Lead, you will be providing performance reporting and feedback, identifying training issues, areas for process and customer service improvement, and financial liability - thereby improving the overall quality of departmental output. You will also perform other types of QA as needed.

This role is responsible for daily review of reporting available to assign work in priority sequence, including rushes and other volumes coming in for quality checking. Transactions and reports are checked for compliance, and accuracy and that the customer's experience exceeds expectations. Also responsible for communicating trends to the management team.

**Responsibilities**

Quality Assurance lead will have mastered the Quality Assurance Specialist responsibilities plus:

- Provide technical support, share updates, trends, and direction with team members as needed
- Analyze processes and recommend/implement workflow changes to increase efficiencies
- Assist the manager with staff training initiatives and development planning
- Act as key contact for auditors (internal/external)
- Perform reviews and decision quality disputes
- Perform Secondary Quality Review monthly, incorporating analysis of both formal and informal errors
- Provide individual and departmental monthly performance reports through accurate feedback
- Perform daily queue assignments and management (including rushes)
- Maintain current knowledge of departmental policies.
- Communicates quality standards and quality results on a regular basis
- Communicates process improvement ideas
- Stays up to date with product and system updates to ensure accuracy of knowledge
- Resolves issues and tasks independently
- Identifies and addresses new hire and ongoing training needs with management
- Assists with additional projects outside of monthly assignments and audits
- Identifies and escalates error trends and service issues to management
- Proposes risk mitigation strategies and solutions when feasible
- Back up support for training lead
- Other duties as assigned

**How will you create impact?**

**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**
- College degree/bachelor’s degree preferred, or equivalent related job-work experience required
- 3+ years experience performing quality assurance reviews
- Reporting / Presentation skills
- Strong verbal and written communication skills
- Comprehensive knowledge of Inforce Insurance systems, products and processes

**What can we offer you?**
- A competitive salary and benefits package.
- 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.

**Our commitment to you**
- **Values-first 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.
- **Boundless opportunity**: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 partner

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