GB Quality Analyst

Position Responsibilities

• Evaluate processed transactions within a defined sample size and turnaround time, ensuring compliance with both existing and newly introduced process and product guidelines.
• Thoroughly review and assess disputes submitted by processors or stakeholders by validating supporting documentation and comparing it against original audit findings.
• Partner with operations teams to ensure timely and effective implementation of remediation strategies addressing identified quality issues.
• Identify opportunities for process enhancement and actively support the development and implementation of improvement initiatives.
• Provide clear feedback and direction to teams regarding proper processing guidelines, highlighting associated risks including tax, legal, and compliance considerations.
• Maintain and update quality-related documentation to reflect current standards and procedures.
• Ensure all quality control procedures are consistently updated, documented, and aligned with organizational standards.

Required Qualifications

• Minimum of one year tenure at the current level.
• Consistently meets job expectations and passes all performance metrics for the past six months.
• Demonstrates business acumen and expertise in current team’s transaction processes.
• Has mastered at least 50% of the work types within the supported business unit.
• No recorded privacy breach incidents in the last six months.
• No disciplinary actions within the last 12 months.
• Maintains an average unscheduled leave utilization of less than 2% over the past six months.
• Not currently under any Performance Improvement Plan (PIP).

Soft Skills

• Strong problem‑solving capabilities.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• Ability to multitask effectively.
• Strong organizational and time management skills.
• Adaptability to dynamic environments and ability to work independently under tight deadlines.

Technical Skills

• Proficiency in MS Outlook, MS Excel, and MS PowerPoint.
• Basic knowledge of SharePoint.
• Familiarity with processing‑related applications.
• Working knowledge of quality reporting tools.

Working Arrangement

Hybrid

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.