Quality Analyst

Individual Responsibilities:

• Review transactions for accuracy, completeness and adherence to company policies and procedures. Define, quantify and analyze root cause of errors.
• Provide input to workflow changes and processing improvements including system enhancements as required. 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.
• Attend department staff meetings to discuss processing issues and clarification measures.

Required Qualifications:

• 12 months+ of operational experience
• Prior experience as a processor
•Proven ability as a subject matter expert in all BU administrative systems
• Proven writing skills and ability to provide feedback, written and verbal
• Documentation knowledge and experience

Preferred Requirements
• Ability to multi-task.
• Ability to provide feedback effectively and with tact
• Prioritization/time management skills
• Disciplined and able to carry out assigned responsibilities with minimal supervision
• Knowledge of documentation standards and procedures
 

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.