Director of Quality Assurance

4 days ago

Kitchener, Ontario, Canada Manulife Full time
Job Description

The Opportunity

We are seeking a highly skilled and experienced Director of Quality Assurance to join our Global Contact Centre team. As a key member of our leadership team, you will be responsible for developing and implementing a comprehensive quality assurance strategy that drives excellence in customer experience and process efficiency.

Responsibilities

  • Develop and implement a quality assurance strategy that aligns with our business objectives and customer needs.
  • Lead and manage a team of quality assurance professionals to ensure effective execution of quality assurance processes.
  • Collaborate with cross-functional teams to identify and implement process improvements that enhance customer experience and operational efficiency.
  • Develop and maintain quality standards and metrics to measure performance and drive continuous improvement.
  • Provide coaching and guidance to team members to ensure they have the skills and knowledge needed to perform their roles effectively.
  • Stay up-to-date with industry trends and best practices in quality assurance and customer experience.

Requirements

  • 5+ years of experience in quality assurance or a related field.
  • Proven track record of developing and implementing effective quality assurance strategies.
  • Strong leadership and management skills, with experience leading high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
  • Ability to analyze complex data and develop insights to drive business decisions.

What We Offer

  • A competitive salary and benefits package.
  • A dynamic and supportive work environment that encourages growth and development.
  • The opportunity to work with a talented and experienced team of professionals.
  • A comprehensive training program to ensure you have the skills and knowledge needed to succeed in your role.

About Manulife

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. We offer a wide range of financial products and services, including life insurance, health insurance, retirement savings, and investment products. Our goal is to provide our customers with the financial security and peace of mind they need to achieve their goals and dreams.

Our Commitment to Diversity and Inclusion

We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe that a diverse and inclusive workplace is essential to our success and to delivering exceptional customer experiences.

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