Director of Quality Assurance

9 hours ago

Waterloo, 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 consistent delivery of high-quality services.
  • Collaborate with cross-functional teams to identify and implement process improvements that enhance customer experience and operational efficiency.
  • Design and implement quality metrics and reporting to measure performance and drive continuous improvement.
  • Develop and maintain relationships with key stakeholders to ensure alignment and effective communication.
  • Stay up-to-date with industry trends and best practices to ensure our quality assurance strategy remains competitive and effective.

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 in leading high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
  • Ability to analyze complex data and develop actionable 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 to drive business success.
  • A comprehensive training program to ensure your success in the 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 to individuals, groups, and institutions, and are committed to delivering exceptional customer service and building long-term relationships with our customers.

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