Quality Analyst

Position Responsibilities:
Review transactions for accuracy completeness and adherence to company policies and procedures.
Define quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
Coordinate monthly reporting of individual/team processing errors and the percentage of errors for quality error codes and transaction work types.
Provide feedback to Managers on trend analysis monthly reporting and representative progress. Communicate processing errors to representatives.
Work with On-the-Job Trainers to discuss processing trends determine development and training opportunities and measure the progress and effectiveness of training.
Job Requirements:

Required Qualifications
Post-secondary education or high school diploma and equivalent business experience
24 months of specific business product/service experience

Familiarity with MPS/AWD/INFOR

Preferred Qualifications
Excellent communication skills
Comprehensive knowledge of products
Understands interrelationships between all processing systems
Strong analytical and problem resolution skills
Able to interpret customer service needs and Effective presentation skills and reporting capabilities

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 .