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Director Quality Assurance, Global Contact Centre

1 week ago

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

Description

The Opportunity

As the Director of Quality Assurance for our Global Contact Centre, you will be responsible for strategizing, designing, and implementing a QA global program that is comparable in maturity to other digital organizations the size of Manulife and that is metrics-driven delivering value through standardization, automation, and continuous improvement. You will also lead the Process Design Analyst team and the Speech Analytics team. 

*We are open to candidates in both US and Canadian locations that are able to report into a Manulife office on a Hybrid basis (3 days in office).

Responsibilities

Responsible for defining QA (Quality Assurance) strategy, approach, and execution across the Global Contact Centres, which supports several business units.  Ensuring adherence to the principles, guidelines, and best practices of the QA strategy through consistent education and upskilling.  Lead and promote a customer focused culture to deepen stakeholder relationships. Focus on continuous improvements including usage of appropriate testing tools, test techniques, test automation that scales across the teams.  Build and maintain quality standards as well as enforcement of standards.  Be an escalation point for all matters related to quality assurance, PDA and Speech Analytics. Develop short and long-range goals and objectives in-addition to metrics (KPI's) to measure success or areas of focus. Build a highly engaged team. Be comfortable being an agent of change with the goal of elevating Global Contact Centre quality, PDA and Speech Analytics capability.

What motivates you?

You obsess about customers, listen, engage and act for their benefit. You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. You thrive in teams and enjoy getting things done together. You take ownership and build solutions, focusing on what matters. You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

Strategic thinker with the ability to deliver on goals and objectives in a maturing, fast paced, customer driven environment. Deep understanding Quality Management Systems (QMS) and Process Design. Excellent communicator (verbal and written) with the ability to communicate with all levels and technical abilities within the organization and work within cross-functional teams.  5+ years of experience in leadership. Ability to attract, retain, and grow people to create a high performing and engaged team.

What can we offer you?

A competitive salary and benefits packages. A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. A focus on growing your career path with us. Flexible work policies and strong work-life balance. Professional development and leadership opportunities.

Our commitment to you

Values-first culture: We lead with our Values every day and bring them to life together. Boundless opportunity: We create opportunities to learn and grow at every stage of your career. Continuous innovation: We invite you to help redefine the future of financial services. Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives. Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

#LI-Hybrid 

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. 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. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

CAN, Ontario, Toronto, 200 Bloor Street East

Salary range is expected to be between

$103,050.00 CAD - $185,490.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.