Director of Quality Assurance

1 day ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time

About the Role

We are seeking a highly skilled and experienced Director of Quality Assurance to join our team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our organization, you will be responsible for developing and implementing a comprehensive quality assurance strategy that drives excellence across our Global Contact Centre.

Key Responsibilities

  • Develop and execute a quality assurance strategy that aligns with our business objectives and ensures high-quality customer experiences.
  • Lead and manage a team of quality assurance professionals to ensure effective implementation of quality assurance processes and procedures.
  • Collaborate with cross-functional teams to identify and address quality-related issues and opportunities for improvement.
  • Design and implement quality metrics and reporting to measure performance and drive continuous improvement.
  • Develop and maintain quality standards and best practices to ensure consistency and excellence across the organization.

Requirements

  • 5+ years of experience in quality assurance leadership, preferably in a contact centre or customer-facing environment.
  • Proven track record of developing and implementing effective quality assurance strategies and processes.
  • Strong leadership and management skills, with the ability to motivate and inspire a team to achieve high-quality results.
  • Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify and address quality-related issues and opportunities for improvement.

What We Offer

  • A competitive salary and benefits package.
  • A comprehensive training and development program to support your career growth and success.
  • A collaborative and dynamic work environment that values innovation, creativity, and continuous improvement.
  • The opportunity to work with a talented and experienced team of professionals who are passionate about delivering exceptional customer experiences.

About Us

Company 1 - The Manufacturers Life Insurance Company is a leading international financial services group that helps people make their decisions easier and lives better. 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.

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