Senior Quality Analyst

The Sr. Quality Analyst is responsible for evaluating processed transactions within a specified sample size and turnaround time against existing and new process and product guidelines to ensure that standards are followed.

Carefully review and analyze the details of disputes submitted by processors or other stakeholders to determine their validity by assessing the evidence and documentation provided in support of the dispute as well as the original audit findings.

Key Accountabilities

Ability to perform responsibilities of Policy Change plus selected additional duties.

Attend department staff meetings to discuss processing issues and clarification measures.

Attend meetings focus groups and discussions from internal and external business units to ensure accurate and concise processes are quality checked and documented.

Attend to all departmental tasks assigned by the team leader

Work with team leader for creating team and Business Unit wide process improvement initiatives and contests

Qualifications

Must have at least a year tenure in their current level

Must have good and consistent metrics.

Experience managing multiple tasks and ability to work in a fast-paced environment.

Candidate must meet the work expectations and resilient to changes with the queues within the day

Good understanding of teams Product

Basic Operational knowledge of team tools and systems

Basic working knowledge of teams processes

Technical Skills

Data Analysis and Research - Knows how to find and collect relevant information; able to analyze and interpret data

Administrative - Ability to validate data check compare and key-in pertinent information on system

Document - Ability to provide clear and concise comments to convey history and instructions

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 .