Quality Assurance Analyst
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Job Location:
Quezon City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Responsibilities:
- Conduct quality reviews of transactions for accuracy policy adherence and error root-cause analysis; communicate issues to representatives.
- Recommend and implement workflow/process improvements including system enhancements; serve as a subject matter expert for testing and change rollouts.
- Provide trend analysis and monthly performance reporting; deliver effective feedback to staff and managers to improve accuracy and outcomes.
- Stay current on product and system updates; ensure accurate call monitoring phone support and ongoing CSR inquiry assistance.
- Support fraud prevention by identifying suspicious activity and promptly alerting the Fraud Prevention Team.
Required Qualifications:
- Prior processing experience; subject matter expert in BU administrative systems; knowledge of documentation standards products and procedures.
- Excellent written and verbal communication; skilled at delivering clear tactful feedback and interpreting customer service needs.
- Strong analytical skills error/root-cause analysis and ability to resolve issues and support procedural changes.
- Effective prioritization/time management multi-tasking disciplined and able to work with minimal supervision; post-secondary education or equivalent experience.
Preferred Qualifications:
- Proven ability to multi-task and prioritize effectively under tight timelines. Strong time management and disciplined work habits; operates independently with minimal supervision.
- Expertise in documentation standards and procedures with accurate audit-ready recordkeeping.
- Skilled in delivering clear tactful feedback and coaching to improve team performance and professionalism.
- Demonstrated experience initiating and supporting procedural changes and workflow optimizations leveraging cross-functional networks.
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 .
Working Arrangement
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
