Hybrid Senior Quality Assurance Analyst

at Manulife

• Job title: Senior Quality Assurance Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Quezon City, Philippines

About the role

• Quality Assurance Senior Analyst responsible for quality compliance in customer service. Reviewing transactions, coaching representatives, and reporting trends to management team.

Responsibilities

• Responsible for reviewing Contact Center calls and transactions to ensure compliance, accuracy and that the customers experience exceeds expectations.
• Responsible for communicating trends to the Management team and coaching Customer Service Representatives where necessary.

Requirements

• Knowledge in GBS Quality Management Framework
• Must have at least a year tenure in their current level
• Meet job expectations and pass all performance metrics in his/her current unit for the last 6 months.
• Business Acumen - Expert in business unit transaction process and can QC in current skillset from his current team
• Had at least mastered 75% of the work types of the supported business unit
• Should NOT have any privacy breach incident count for the last 6 months.
• Should NOT have any disciplinary action for the last 12 months.
• Should have an average Unscheduled Leave utilization of <2% for the last 6 months.
• Should NOT be under any Performance Improvement Plan
• Excellent problem-solving skills.
• Excellent verbal and written communication skills
• Keen to details and can easily determine errors.
• Ability to multitask.
• Must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
• Ability to handle meeting and training refreshers/calibration.
• MS Outlook, MS Excel, MS PowerPoint.
• Basic SharePoint Knowledge
• Demonstrate good knowledge in processing-related applications.
• Demonstrate good knowledge in quality reporting tools.
• Knowledge on 7 Basic Quality Tools.
• Good to have “Highly Effective” rating for the last performance review period.
• Completed the Basic Quality Skills Training
• Design Thinking Trained
• Knowledge on Basic Quality Management Standards (PQA, ISO 9001 or COPC

Benefits

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.