Quality Analyst

We’re looking for a Quality Assurance Specialist to join our Retirement Operations team at MBPS. In this role, you will be responsible for reviewing transactions for quality and accuracy, identifying error trends and root causes, supporting process improvements, and providing coaching and guidance to operational teams to ensure adherence to established standards and procedures.

Position Responsibilities:

• Conduct quality reviews of transactions to ensure accuracy, completeness, and compliance with company policies and procedures.
• Identify, analyze, and report processing errors, root causes, and quality trends to support continuous improvement initiatives.
• Provide coaching, feedback, and support to associates and serve as a subject matter expert on processes and administrative systems.
• Partner with managers, trainers, and stakeholders to recommend workflow enhancements, training opportunities, and procedural updates.
• Prepare quality reports, communicate findings, and support the resolution of operational issues and first-level escalations.
• Maintain process documentation and contribute to initiatives that improve operational efficiency and service quality.

Required Qualifications:

• Minimum of 1 year of experience in quality assurance, administrative processing, insurance operations, financial services, or a related operational environment.
• Experience conducting transaction reviews, quality audits, process monitoring, or performance evaluations.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent written and verbal communication skills with the ability to provide effective and tactful feedback.
• Strong organizational, prioritization, and time management skills with the ability to manage multiple tasks under tight deadlines.
• Bachelor's degree, post-secondary education, or equivalent business experience.

Preferred Qualifications:

• Experience in Quality Assurance, Quality Control, Audit, or Process Improvement functions.
• Background in insurance operations, member administration, financial services, or shared services environments.
• Proven ability to coach, train, or mentor associates on quality standards and operational processes.
• Working knowledge of process documentation, procedural governance, and continuous improvement methodologies.
• Experience supporting high-volume operational teams and meeting service level commitments.
• Strong customer service mindset and ability to effectively interpret and address business and customer needs.

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 [email protected].

Working Arrangement