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Director Quality Assurance, Global Contact Centre
4 weeks ago
Job 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
What motivates you?
What we are looking for
What can we offer you?
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
At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin,colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact
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