Quality Assurance Lead, Inforce Insurance - Waterloo, Canada - Manulife

Manulife

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

As a Quality Assurance Lead, you will be providing performance reporting and feedback, identifying training issues, areas for process and customer service improvement, and financial liability - thereby improving the overall quality of departmental output.

You will also perform other types of QA as needed.

This role is responsible for daily review of reporting available to assign work in priority sequence, including rushes and other volumes coming in for quality checking.

Transactions and reports are checked for compliance, and accuracy and that the customer's experience exceeds expectations. Also responsible for communicating trends to the management team.

Responsibilities
Quality Assurance lead will have mastered the Quality Assurance Specialist responsibilities plus:

Provide technical support, share updates, trends, and direction with team members as needed
Analyze processes and recommend/implement workflow changes to increase efficiencies
Assist the manager with staff training initiatives and development planning
Act as key contact for auditors (internal/external)
Perform reviews and decision quality disputes
Perform Secondary Quality Review monthly, incorporating analysis of both formal and informal errors
Provide individual and departmental monthly performance reports through accurate feedback
Perform daily queue assignments and management (including rushes)
Maintain current knowledge of departmental policies.
Communicates quality standards and quality results on a regular basis
Communicates process improvement ideas
Stays up to date with product and system updates to ensure accuracy of knowledge
Resolves issues and tasks independently
Identifies and addresses new hire and ongoing training needs with management
Assists with additional projects outside of monthly assignments and audits
Identifies and escalates error trends and service issues to management
Proposes risk mitigation strategies and solutions when feasible
Back up support for training lead
Other duties as assigned

How will you create impact?

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

College degree/bachelor's degree preferred, or equivalent related jobwork experience required
3+ years experience performing quality assurance reviews
Reporting / Presentation skills
Strong verbal and written communication skills
Comprehensive knowledge of Inforce Insurance systems, products and processes

What can we offer you?

A competitive salary and benefits package.
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 worklife balance.
Professional development and leadership opportunities.

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

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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 partner