Quality Assurance Specialist

MBPS is officially registered as Manulife Data Services, Inc. but with an official trade name of Manulife Business Processing Services. MBPS is a Global Shared Service Centre providing Operations Administration, Professional Services, Finance, Investments, Contact Center, Claims, New Business and Underwriting, Actuarial, Legal & Compliance, and Digital Information Services to Manulife Companies around the world. MBPS is headquartered in Quezon City, Philippines. MBPS has approximately 5,000+ employees across Manila, Cebu, and Chengdu (China). and Responsibilities

Roles And Responsibilities

• Check and analyze transactions to ensure accuracy standards are met
• Prepare quality reports, coaching logs, and support calibration
• Conduct monthly quality assessment thru root cause analysis and identify action plans
• Update the team of any changes in processes
• Develop and propose better quality initiatives
• Monitor and manage trainees’/associates’ performance
• Responsible in handling quality related tasks for migration and work transition
  
  

Other/s

• Participate in process/training improvement projects
• Participate in providing in-house training sessions
• Champion in quality improvement initiatives
• Will serve as team leader backup that will handle but not limited to coaching, reports, and strategic planning
• Responsible to support and oversee completion of different tasks and reports within quality team
  
  

Qualifications

• With minimum of 2 years tenure as a Quality Analyst
• Proficient in quality checking for all the transactions of the team that will be supporting
• Capable of doing quality checking of workypes from other Life Inforce Teams
• At least highly effective for both what and how on the previous performance rating
• LOMA Level 1 certification is a plus but not required
• Computer literate with basic to intermediate computer skills.
• Keyboarding skills
• Alpha numeric: 28 wpm
• Numeric: 33 wpm
• Paragraph: 40 wpm
• Strong communication skills, written and oral
• Strong time management and multi-tasking skills
• High level attention to details
• Adaptable to change with the business and or department needs
• Above average problem-solving skills
• Excellent presentation skills
  
  

Internal Eligibility Requirements

• Open to all JH Life Inforce associates with 1-year tenure in current role
• Must meet the qualifications of the position
• Must have consistently met job expectations and pass all performance metrics in the current unit for the last six months
• Should not have any attendance issues or any disciplinary action within the last year
  
  

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

Hybrid