Bilingual Quality Assurance Consultant

2 weeks ago

Quebec City, Canada Manulife Full time

**Opportunity**:
This person will be a player/coach who is responsible for improving the overall quality of education and guidance-based services while also serving as the senior-most TS/PPRC Specialist’s coach. The QA Consultant splits their time between the development and delivery of skill-based training, quality assurance (call audit) and coaching with the goal of ensuring a consistent, high-quality participant experience that enhances Transition Solutions/Personal Plan Relationship Centre agent productivity. Using discretion and judgment, the QA Consultant identifies and create programs to improve consistency, facilitates the integration of best-practices or areas for improvement across phone teams, and delivers one-on-one and group-based coaching as needed.

You will work to understand the unique needs of our participants and educate them on the different options available to them and offer solutions that are aligned with the participant’s best interest and unique retirement goals. The QA Consultant is well versed in Manulife’s GRS products as well as Personal Plan product offerings. The QA Consultant also needs to display expertise in the various GRS/Personal Plan investment options and the different education-based and guidance-based methodologies that are essential to facilitating a savings or pension plan into the Personal Plan product that best meets the participant’s unique needs.

**Position Responsibilities**:

- Senior-most member of inbound/outbound phone-based team focused on educating and helping agents guide how to inform GRS participants make good decisions about what to do with their retirement assets when leaving their employers
- Expert on the various GRS investments options and different education-based and guidance-based methodologies that are essential to facilitating a successful rollover into the Personal Plan product that best meets the participant’s needs
- Coach and ensure quality assurance for all new and existing agents, using multiple systems, phone queues, sales and customer service skills with a focus on improving production, efficiency, quality and adherence to procedures - Best Practice
- Act as lead in providing procedural, transactional and sales/service training and coaching to staff on the rollover and assets consolidation process to ensure highly productive agents
- Provide professional judgment in evaluating agent’s performance and recommending training options and tactics aimed at increasing agent productivity, effectiveness, and overall performance
- Research and identify best practices and service inconsistencies among the staff and work with management to integrate findings into a revised approaches, workflows, and training programs/methods
- Provide real-time feedback directly to all roles within Wealth Solutions and their respective managers on areas for improvement. Identify issues and challenges facing agents who need extra help and create and deliver customized coaching sessions aimed at increasing their quality, performance, and productivity
- Keep abreast of all retirement industry related rules, regulations, and guidelines to adhere to
- Act as additional resource to rest of the management team for backup floor coverage, staff inquiries and overflow as needed
- Lead projects for department initiatives to fully implement new processes, strategies, call coaching and best practices sessions and more

**Required Qualifications**:

- Bachelor’s Degree or equivalent experience required
- 3-5 years of Financial Services experience, preferably in phone and/or sales type roles.

**Preferred Qualifications**:

- Sales experience preferred
- French - speaking is a plus
- Passion for helping people on a one-on-one basis
- Ability to review, analyze and identify best practices or inconsistencies across a phone-based team and reinforce/recommend tailored solutions; create training and job aids based on findings and needs
- Advanced listening and customer service skills
- Strong analytical and problem-solving skills
- Outstanding service, presentation, and overall communication/negotiation skills
- Demonstrated sales/customer service skills and commitment to foster quality results and high performance
- Strong interpersonal, coaching, mentoring and communication skills in both one-on-one and group interactions
- Facilitates knowledge transfer
- Excellent understanding of policies and procedures
- Ability to communicate complex investment concepts in simple terms
- Ability to consult with all customers
- Ability to adapt to the evolving needs of the business
- Works independently on projects and tasks

**When you join our team**:

- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employe

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