Quality Assurance Lead, Inforce Insurance

at  Manulife

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.

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.

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
• Stays up to date with product and system updates to ensure accuracy of knowledge
• Resolves issues and tasks independently
• Identifies and addresses new hire and ongoing training needs with management
• Assists with additional projects outside of monthly assignments and audits
• Identifies and escalates error trends and service issues to management
• Proposes risk mitigation strategies and solutions when feasible
• Back up support for training lead
• Other duties as assigned