Senior Analyst II at Sun Life

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

27 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Quality Assessment, Data Analysis, Microsoft Office, Communication Skills, Time Management, Stakeholder Management, Continuous Improvement, Regulatory Compliance, Auditing Standards, Risk Management, Budgeting, Calibration, Trending Analysis, Solution Focused Mindset, Customer Obsession

Industry

Financial Services

Description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: Job description (heading) / Description du poste (titre) The Quality Analyst conducts independent and objective complex quality assurance assessments, interpreting and delivering results to Canadian Operations Business Partners collaborating with the OLP Business Partner Leads. They maintain and update current quality programs and provide analysis of quality metrics to identify, recommend and implement continuous improvements for Canadian Operations. Preferred skills (heading) / Compétences particulières (titre) With back-office experience In-depth knowledge of: Quality assessment processes, recording tools. Scoring, sampling and reconciliation methodology Quality Framework and Guiding Principles Microsoft Office software Business area processes, controls, and systems Regulatory and legislative environment Basic knowledge of: Generally Accepted Auditing Standards Risks Budgeting Qualifications (heading) / Compétences (titre) University degree, possibly a certification / diploma, or college degree (or equivalent number of years of experience in the Insurance and Financial Services industry) 3 + years’ work experience in Quality, and/or in the GB or GB/GRS call center Strong written and verbal communication skills Demonstrate a collaborative and interactive style that initiates and facilitates discussion within the team. Strong time management skills Customer obsession mindset Ability to collaborate with colleagues and business partners. Ability to influence and make recommendations. Solution focused mindset Responsibilities (heading) / Responsabilités (titre) Conducts quality assurance assessments for ongoing quality programs. Delivery of quality assessments as defined in the Service Level Agreements in terms of quality, quantity, and timeliness, or as otherwise agreed upon with Business Partner while providing constructive feedback and recommendations for improvement and monitoring these improvements. Reporting and resolving process gaps found through assessments. Respond to assessment appeals from the Business Partners and communicate with various levels within the Business Unit Implementation of Quality best practices Make recommendations to Strategic quality team for enhancing quality programs that support Canadian Operations. Understand the importance of internal benchmarking requirements (quantity, quality & timeliness) & identify/create best practices within Quality. Present quality results and observations to the Business Unit’s leadership team partnering with OLP Business Partner Leads. Subject Matter Expert for the application of Quality development methodologies and principles. Understand impact of Quality portion on budget targets. Actively participate in Calibration meetings. Accountable for performing Quality within Quality for team members. In conjunction with the Consultant/Manager, analyze quality data and present Quality findings through meetings with Business Partners and working closely with OLP Business Partner Leads. Identify training issues/gaps via error tracking (trending analysis) Subject Matter Expert on Quality driven projects and projects requiring updating of Programs. Job Category: Call Centre Posting End Date: 28/08/2026 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers

Responsibilities

The Quality Analyst performs complex quality assurance assessments and provides analysis of metrics to implement continuous improvements for Canadian Operations. They are responsible for reporting process gaps, managing assessment appeals, and presenting findings to leadership teams.