Global Contact Centre Director of Quality Assurance and Innovation Leader

2 weeks ago


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

Job Overview



We are seeking a highly skilled and experienced Director of Quality Assurance and Innovation Leader to join our team at Manulife Financial Corporation.



About the Role

The successful candidate will be responsible for developing and implementing a quality assurance strategy that drives business growth, improves customer satisfaction, and enhances operational efficiency.




  • Key Responsibilities:
  • Developing and executing a comprehensive quality assurance plan that aligns with business objectives.
  • Leading a team of process design analysts and speech analytics specialists to ensure seamless execution of quality assurance processes.
  • Collaborating with cross-functional teams to identify areas for improvement and implement change management initiatives.
  • Designing and implementing metrics-driven programs to measure quality performance and drive continuous improvement.
  • Maintaining strong relationships with stakeholders, including senior leadership, customers, and vendors.


Requirements

To be successful in this role, you will need:




  • 5+ years of experience in quality assurance or a related field;
  • A proven track record of developing and implementing effective quality assurance strategies;
  • Strong leadership and communication skills, with the ability to motivate and guide a team of professionals;
  • Excellent analytical and problem-solving skills, with the ability to interpret data and make informed decisions;
  • A deep understanding of quality management systems (QMS) and process design principles.


What We Offer

In return for your expertise and dedication, we offer a competitive salary range of $103,050 - $185,490 CAD per year, depending on location and experience. Our benefits package includes comprehensive health, dental, and vision coverage, as well as access to employee assistance programs, retirement savings plans, and more.



Company Overview

Manulife Financial Corporation is a leading international financial services group with a global presence. With a history dating back to 1887, we have evolved into a modern organization that offers a wide range of insurance, investment, and banking products and services to individuals, businesses, and institutions.



Contact Information

Please visit our website to learn more about this opportunity and apply online. We thank all applicants for their interest; however, only those selected for an interview will be contacted.



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