Quality Analyst

Manulife Financial; Quezon City; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Manulife Financial is seeking a Quality Assurance Specialist to join our Retirement Operations team in Manila. You will review transactions for quality and accuracy, identify error trends, and support process improvements while coaching associates to ensure adherence to standards.

The role requires at least 1 year in quality assurance or related operations, strong analytical and communication skills, and a Bachelor's degree or equivalent experience.

Qualifications

• Minimum of 1 year of experience in quality assurance or related field.
• Experience conducting transaction reviews and quality audits.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Bachelor's degree or equivalent business experience.

Responsibilities

• Conduct quality reviews of transactions to ensure accuracy.
• 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 skills

Communication

Time management

Coaching

Education

Bachelor's degree

Job description

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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/lご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [e-mail]までご連絡をお願いします。

Working Arrangement

ハイブリッド勤務