We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

As a Quality Assurance Lead, you will be providing performance reporting and feedback, identifying training issues, areas for process and customer service improvement, and financial liability – thereby improving the overall quality of departmental output. You will also perform other types of QA as needed.

This role is responsible for daily review of reporting available to assign work in priority sequence, including rushes and other volumes coming in for quality checking. Transactions and reports are checked for compliance, and accuracy and that the customer's experience exceeds expectations. Also responsible for communicating trends to the management team.

Responsibilities

Quality Assurance lead will have mastered the Quality Assurance Specialist responsibilities plus:

• Provide technical support, share updates, trends, and direction with team members as needed

• Analyze processes and recommend/implement workflow changes to increase efficiencies

• Be a subject matter expert for recommendations, testing and implementation of changes for our systems applications

• Assist the manager with staff training initiatives and development planning

• Act as key contact for auditors (internal/external)

• Perform reviews and decision quality disputes

• Perform Secondary Quality Review monthly, incorporating analysis of both formal and informal errors

• Provide individual and departmental monthly performance reports through accurate feedback

• Perform daily queue assignments and management (including rushes)

• Maintain current knowledge of departmental policies.

• Communicates quality standards and quality results on a regular basis

• Communicates process improvement ideas

• Stay up to date with product and system updates to ensure accuracy of knowledge

• Resolve issues and tasks independently

• Identify and address new hires and ongoing training needs with management

• Assist with additional projects outside of monthly assignments and audits

• Identify and escalate error trends and service issues to management

• Propose risk mitigation strategies and solutions when feasible

• Back up support for training lead

• Other duties as assigned

How will you create impact?

The Quality Assurance Lead will report to the Manager, Inforce Insurance Training & Quality while working closely with other QA(s) and leaders. The ideal candidate is exceptionally organized, is able to plan and track various QC initiatives, monitor progress, report on results and manage the volumes from day to day. They will perform analysis on a daily, weekly and monthly basis to report quality results and trends to improve existing processes, documentation and training programs.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• College degree/bachelor’s degree preferred, or equivalent related job-work experience required

• 3+ years experience performing quality assurance reviews

• Reporting / Presentation skills

• Strong verbal and written communication skills

• Comprehensive knowledge of Inforce Insurance systems, products and processes

What can we offer you?

• A competitive salary and benefits package.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Boundless opportunity: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife 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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$56,400.00 CAD - $94,000.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.