Assistant Quality Manager

Job Posting Description

Key Responsibilities include:

Strategic Leadership & Performance Management

• Drive technical quality and auditing solutions including tools and automated reporting.
• Lead improvement initiatives cross-functional projects and root cause analysis to enhance customer experience and operational efficiency.
• Monitor enhance and report on customer experience metrics like CSAT NPS and FCR through quality initiatives.
• Manage a team of quality specialists oversee global quality assurance efforts and maintain consistency in standards and processes.
• Collaborate with global Manulife teams to implement best practices and update customer-facing resources.

Analytical & Problem Solving

• Ability to evaluate data identifies issues recommend own and drive performance improvement areas for internal and external Customers.
• Provide clear insight into performance drivers and the levers which impact performance.

People Leadership & Development

• Coach and develop Quality Analysts (QAs) through structured feedback mentoring and career development plans.
• Foster a culture of continuous improvement encouraging innovation and ownership among team members.
• Champion learning and development by identifying skill gaps and facilitating targeted training programs.
• Promote psychological safety and inclusivity ensuring every team member feels valued and heard.

Collaboration & Stakeholder Engagement

• Partner with stakeholders (Operations Training and Workforce etc) on coaching and areas for improvement.
• Advocate for the Customer Voice by ensuring QA processes and results translate customer expectations and feedback.
• Collaborate with operations and training teams to address customer pain points and improve service delivery.

Skills & Attributes

• The ideal candidate thrives in a fast-paced high-energy environment is self-motivated and can work independently while making informed decisions in ambiguous situations.
• Demonstrates a strong background in quality analysis project management and the ability to drive process changes and improvements.
• Possesses exceptional written and oral communication skills capable of engaging with all organizational levels and external partners.
• Proficient in Microsoft Office including Excel SharePoint Word and PowerPoint with experience in writing documentation and standard operating procedures.
• Exhibits excellent interpersonal planning and organizational skills with a proven ability to influence change and work collaboratively across teams.

Qualifications & Experience

• Must have at least 5 years of Contact Center QA experience
• Must have supervisory/managerial experience
• Lean Six Sigma Yellow Belt (advantageous)
• Open to bachelors degree holders and undergraduates
• Experience in Financial and Insurance vertical is an advantage
• Previous experience in creation implementation and maintenance of Customer Service Quality Management Programs/Projects with proven qualitative results

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer

At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .