Global Contact Center Quality Assurance Director
3 weeks ago
About Manulife
Manulife Financial Corporation is a leading international financial services group with a global presence. Operating as Manulife in Canada and John Hancock in the United States, we provide financial advice, insurance, and wealth management solutions.
Position Overview
As the Director of Quality Assurance for our Global Contact Centre, you will play a pivotal role in shaping the customer experience across all our international operations. You'll lead the development and implementation of a comprehensive QA program focused on standardization, automation, and continuous improvement.
Key Responsibilities
- Develop and execute a global quality assurance strategy for our Contact Centres, ensuring alignment with Manulife's overall business objectives.
- Cultivate strong relationships with key stakeholders across various departments to promote a customer-centric culture and drive operational excellence.
- Lead the implementation of continuous improvement initiatives, identifying areas for enhancement and driving process optimization within the Contact Centre environment.
- Establish clear performance goals, metrics, and reporting mechanisms to track progress, identify trends, and measure the effectiveness of QA programs.
- Build and lead a high-performing team of quality assurance professionals, fostering a collaborative and results-oriented work environment.
Qualifications & Skills
- Proven leadership experience with a strategic mindset and a deep understanding of Quality Management Systems and Process Design.
- Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels.
- A passion for customer service excellence and a commitment to delivering exceptional experiences for our clients.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
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