Hybrid Quality Assurance Specialist — Process Improvement

Manulife; Manila; Hybrid; PHP 300,000 - 480,000; Full time

Job summary

Manulife MBPS Retirement Operations is seeking a Quality Assurance Specialist to review transactions for quality and accuracy, identify error trends, and support process improvements. You will provide coaching to operational teams to ensure adherence to established standards and procedures.

In this role, you will conduct quality reviews, report processing errors and trends, participate in workflow enhancements, and help maintain process documentation.

Qualifications

• Minimum of 1 year of experience in quality assurance or related operational environment.
• Experience conducting transaction reviews and quality audits.
• Strong analytical and communication skills.

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.

Skills

Quality assurance

Analytical thinking

Root cause analysis

Communication skills

Time management

Attention to detail

Process improvement

Education

Bachelor's degree or equivalent business experience

Job description

Manulife MBPS Retirement Operations is seeking a Quality Assurance Specialist to review transactions for quality and accuracy, identify error trends, and support process improvements. You will provide coaching to operational teams to ensure adherence to established standards and procedures.

In this role, you will conduct quality reviews, report processing errors and trends, participate in workflow enhancements, and help maintain process documentation.