Director of Quality Assurance

5 days ago

Toronto, Ontario, Canada Manulife Full time
Job Description

The Opportunity

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

Responsibilities

  • Develop and execute a quality assurance strategy that aligns with our business objectives.
  • Lead a team of quality assurance professionals to ensure consistent delivery of high-quality customer experiences.
  • Collaborate with cross-functional teams to identify and implement process improvements.
  • Design and implement metrics-driven quality assurance programs to measure and improve performance.
  • Build and maintain relationships with key stakeholders to ensure alignment and support for quality assurance initiatives.
  • Stay up-to-date with industry trends and best practices in quality assurance to ensure our team remains competitive.

Requirements

  • 5+ years of experience in quality assurance leadership.
  • Proven track record of developing and implementing successful quality assurance strategies.
  • Excellent communication and leadership skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong analytical and problem-solving skills.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.

About Manulife

Manulife 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. Our commitment to diversity, equity, and inclusion is reflected in our values-first culture, boundless opportunities for growth, and continuous innovation.

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